Implementation Specialist
TIER 1 MRO LLCImplementation Specialist – Inventory Management Systems
Division: Tier 1 MRO Position Type: Non-Management
Position Overview
The Implementation Specialist is responsible for the on-site implementation, configuration, training, and support of Vertical Lift Machines (VLM’s) and other Inventory Management Solutions for Tier 1 MRO clients. This role serves as the technical and customer-facing lead
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during system deployments, ensuring each system is installed, configured, and adopted successfully.
This position requires strong technical, software, and systems aptitude, excellent problem-solving skills, and the ability to deliver a high-touch (“white glove”) customer experience. As the face of Tier 1 MRO during implementations, the Implementation Specialist represents the company with professionalism, technical credibility, and integrity.
This is a critical, travel-intensive role that demands reliability, clear communication, and the ability to work independently in dynamic customer environments.
Key Responsibilities
VLM Implementation & Technical Services
• Lead on-site implementation of VLM Software and other Inventory Management Software, including software setup, system configuration, and go-live support.
• Configure WMS parameters, user roles, storage logic, and workflows to align with customer operational requirements.
• Perform system validation and functional testing to ensure proper operation prior to customer acceptance.
• Deliver end-user and administrator training in both classroom and on-the-floor environments (1–10+ users).
• Provide hands-on, one-on-one support to operators, supervisors, and customer administrators.
• Troubleshoot software, configuration, workflow, and system-related issues during implementation and post-installation support.
• Provide remote and phone-based support as needed following go-live.
Customer Experience & Project Execution
• Serve as the primary Tier 1 MRO representative during implementations.
• Communicate clearly with customers regarding timelines, system capabilities, and next steps.
• Maintain accurate documentation for each implementation, service visit, and training engagement.
• Coordinate closely with internal teams on scheduling, readiness, and post-installation follow-up.
• Ensure compliance with customer safety, security, and housekeeping standards while on-site
Continuous Improvement & Development
• Actively participate in Tier 1 MRO training programs to expand technical proficiency.
• Stay current on product updates, industry automation trends, and best practices.
• Identify opportunities to improve implementation processes, documentation, and customer experience.
• Perform other duties as assigned to support business growth.
Accountability
• Deliver a consistent white glove service experience to all Tier 1 MRO clients.
• Accurately document work performed for each installation, training session, and service call.
• Account for 100% of paid time through approved systems, projects, and job codes.
• Follow all client and company safety, security, and compliance requirements.
Technical Proficiencies & Requirements
Technical Skills
• Ability to support and validate automated storage system functionality from a software, configuration, and user-workflow perspective.
• Assist with configuration of end-user hardware, peripherals, scanners, and workstations.
• Ability to read, understand, and apply software documentation, training materials, and implementation guides.
• Strong technical aptitude with inventory software, automation interfaces, and database-driven systems.
• Ability to diagnose system issues using logs, software tools, and structured troubleshooting methods.
• Strong computer skills including Microsoft Office and the ability to navigate proprietary software platforms and databases. Working knowledge of inventory management systems, automation software, ASRS platforms, or VLM environments.
Education & Experience
• High school diploma or equivalent required.
• One to