Implementation Engineer I
Classification/FLSA: Full time, Exempt
Reports To: Team Leader
Location: Flexible
General Purpose of Job: The Implementation Engineer is responsible for the on-site installation and training of Tele-Tracking’s solutions. As a member of the implementation team headed by the Implementation Manager for assigned projects, the Engineer works independently to install, service and train customers on Tele-Tracking’s solutions. The Engineer works closely with customer personnel and exercises substantial discretion and judgment in resolving technical issues and adapting the installation and training of Tele-Tracking’s solutions to unique customer systems and needs. The Engineer reports to the Team Leader.
Principal Duties and Responsibilities:
- Installing Tele-Tracking’s solutions at customer sites, which include setting up hardware, loading and testing software, connecting the equipment to the network, and configuring the customer's telephony environment
- Working closely with the user departments and IT department on such issues as setup specifications, hardware troubleshooting and repair, networking, interfacing with HL7, phone lines, pagers and Dialogic cards.
- Training user groups on use of the products
- Performing service work
- Maintaining a high level of customer satisfaction
- Solving technical issues
- Communicating timely
- Status updates to Implementation Manager during the installation
- Any open issues to Implementation Manager and Technical Support at the conclusion of on-site work
- Participating in weekly customer conference calls with Implementation Manager and customer.
- Providing feedback to Team Leader for
- bugs and product enhancements
- process improvements
- documentation improvements
- Conducting post-installation training to improve customer’s knowledge and use of the solution
- Completing customer readiness checklist
- Obtaining acceptance certificates upon project completion
- Contributing to a positive and team oriented work environment
- Training other employees
Basic Qualifications:
- MCSE, A+ or BS/BA/equivalent experience in computer discipline
- 2+ years experience in technology field
- MS Access and Microsoft SQL Server 2005 or 2000
- MCDBA a plus
- In-depth expertise in hardware and software that provides foundation to quickly learn & understand proprietary software products and technical architecture
- Knowledge of the healthcare industry and/or IVR/telephony software
- Effective communications skills, presentation skills, and writing ability
- Prior training experience
- High degree of reliability
- Assertive, self-motivated and proactive
- Ability to multi-task and effectively prioritize assignments
- Demonstrated focus on customer service
- Extensive travel (100%)
- Valid driver’s license along with proper insurances
Physical Requirements: Normal office conditions, must be able to travel 100%
Release date: 10/31/2007