WHAT YOU GET TO DOThe Service Implementation Manager (SIM) is responsible for leading the successful deployment of KNAPP Services at customer sites, with a strong focus on recruiting, training, and managing Logistics Operations Engineers (LOEs). This role oversees onsite implementation, ensures integration of LOE activities into KNAPP's global service workflows, and drives adherence to communication, escalation, and incident management processes. The SIM partners closely with the KNAPP program team to align on standards and service strategies, serves as a key point of contact for internal and external escalations, provide technical support and continuously improves implementation practices to support KNAPP's operational excellence and growth.
Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Lead recruitment, onboarding, and continuous training for Logistics Operations Engineers (LOEs), ensuring technical readiness and consistent delivery of KNAPP standards at customer sites.
- Oversee onsite implementation of LOE services, including site architecture preparation, project planning, tool setup and ensuring successful handover to Remote Services.
- Develop and maintain all processes and procedures for Residential/LOE Services, including communication plans, escalation workflows, and Incident & Problem Management integration with the KNAPP Remote and Field Services.
- Provide direct leadership to LOEs and the LOE Manager, fostering alignment with KNAPP values, strong customer relationships, and high-performance delivery.
- Serve as the primary technical escalation point for internal and external stakeholders, ensuring timely resolution and supporting both customer escalations and operational troubleshooting.
- Partner with the internal teams on training frameworks, competency development, software deployments, and service improvements.
- Oversee post-service reviews, identify improvement opportunities, and drive continuous enhancement of implementation practices and customer experience.
- Collaborate with KNAPP implementation teams (Resident Implementation Manager, Commissioning Onsite Manager) and RBS teams to ensure smooth site startup, issue management, and integration into long-term service workflows.
- Develop, maintain, and deliver comprehensive reporting materials, including executive-level root cause analyses, system dashboards, and operational performance statistics, to support informed decision-making by CS Leadership, customers, and the Program Team.
- Ensure all documentation, records, and project deliverables are accurately maintained and meet KNAPP's auditing and compliance standards.
- Identification of performance trends, risks, and improvement opportunities using data analytics.
WHAT YOU HAVE- Bachelor's degree, preferably in Science Information Technology or related field or equivalent combination of education, training, and experience
- 3+ years of direct experience
- Working knowledge of Linux, Windows 10, and Windows Server
- Working knowledge of Oracle database, PL/SQL, Java and/or C++
- Technical knowledge of hardware, server, and network technologies
- Experience in software commissioning is preferred
- Working Knowledge of how mechanical and electrical machinery functions
- Ability to work independently or on a team
- Strong leadership and organizational skills, with the ability to guide teams effectively, maintain accountability, and ensure consistent team performance.
- Proficient knowledge of Microsoft Office or related software
Required Skills and Abilities:- Effectively communicates relevant Service-related information to main partners in the delivery supply chain internally, and externally as may be required.
- Possesses significant knowledge of complex servicing concepts and assists in establishing remote service standards applied across subsidiaries.
- Developing and implementing improvement to standards that can be applied across service regions.
- Exercises staff oversight to ensure new operations plans, policies, procedures, and transition/migration plans are consistent with the overall start up implementation goals and objectives.
- Holds responsibility for both internal and external customer satisfaction with resident start up service on a Walmart Program basis.
- Manages the full implementation process in conjunction with the Director Remote Service.
- Demonstrates strong leadership and organizational skills, with the ability to guide teams effectively, maintain accountability, and ensure consistent team performance.
- Strong presentation skills, with the ability to clearly communicate technical topics in customer meetings, bridge calls, and other stakeholder discussions.
Working Conditions and Environment- Travel may be required up to 50%
- Professional office etiquette is required at all times
- Authorization to work in the U.S.
- Passport or ability to obtain a passport
- Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm's length, and lifting up to 50 pounds.
- Excellent time management skills
WHAT YOU WILL GET- 2 remote days per week when in office
- Half day Fridays when in office
- A beautiful new, state-of-the-art, office complex in Kennesaw, GA
- Industry competitive compensation
- Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
- 401k with a very generous employer match and no vesting!
- Paid Vacation & Holidays
- Profit Sharing
- Paid Parental Leave
- Subsidized Daycare
- Tuition Reimbursement
- Pet Insurance
- Subsidized food delivery
- Monthly celebrations
- Quarterly employee events
- Corporate Social Responsibility including recycling, sustainability and volunteering
