Purpose of RoleThe purpose of this role is to execute successful customer deployments of Rehrig Pacific's Vision technology solutions by owning the in-field delivery of implementation plans, installation readiness, and end-user enablement. This role is accountable for driving on-time, high-quality go-lives and for enabling customer adoption through training, change enablement, and post-deployment check-ins within the defined implementation scope. The role partners closely with Sales, Solutions Engineering, Technical Support, Category, and Development to ensure deployments reflect product intent and customer requirements-while using structured escalation to resolve risks that could impact customer experience.
Areas of AccountabilitiesImplementation Planning & Field Execution- Execute implementation plans for Vision software and hardware that deliver a complete go-live aligned to contracted scope, timeline, and customer readiness.
- Coordinate site readiness, installation activities, and customer scheduling to ensure safe, efficient field execution and minimal disruption to customer operations.
- Identify and escalate deployment risks (technical, operational, timeline, stakeholder) to the appropriate owner (Sales, Technical Support, Solutions Engineering, or Product) to prevent customer impact.
Customer Enablement & Adoption (Within Implementation Scope)- Deliver role-based training and enablement that equips customer users and leaders to use Vision effectively at go-live and through initial stabilization.
- Drive early adoption by reinforcing standard workflows, addressing usage barriers, and completing defined post-go-live check-ins.
- Transition customers to the appropriate ongoing support pathway after stabilization (Support Services / Technical Support), ensuring clear hand-offs and documented customer context.
Customer Feedback Capture & Internal Coordination- Capture and synthesize customer feedback and field learnings into clear recommendations for improvements (process, training, documentation, product defects) and route to the correct team.
- Collaborate with cross-functional partners (Technical Support, Solutions Engineering, Sales, Category, Development) to ensure consistent delivery standards and customer communication.
Operational Discipline & Documentation- Create, maintain, and improve implementation tools and documentation (questionnaires, checklists, internal guides, training materials) to improve repeatability and quality.
- Maintain accurate implementation plans, task completion, and customer status updates in standard planning tools (e.g., Team Planner) to support forecasting and resource planning.
- Produce customer-facing self-service content (e.g., product overviews, "how-to" materials) as part of improving adoption and reducing avoidable support needs.
Knowledge, Skills, and Experience- Bachelor's degree preferred, or equivalent relevant work experience in engineering, development, or technical sales.
- Demonstrated project/implementation management experience in customer-facing environments.
- Strong analytical, communication, and facilitation skills; comfortable leading training for groups with varied backgrounds.
- Technical aptitude with RFID, GPS, barcode, mobile/web applications, and databases.
- Ability to work independently while meeting shared delivery commitments and escalating issues appropriately.
- May require lifting/moving product and hardware (pallets, crates, RFID hardware) during installation activities.
- Willingness to travel by airplane approximately 50% of the time.
Administrative Info
