Installation and Project Manager

Dallas, TX, United States

Fuelling the business of fun.

Not just a game-changer, it's a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed's platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one's having more fun than us.

Position Summary

The Installation and Project Manager is a key member of the Pre-Sales and Customer On-Boarding process. For this role, you will ensure the planning and delivery of projects and installations by developing and managing the scheduling of installations, project timelines, project tasks, and resource planning and work directly with internal teams, distributors, and customers to drive a successful implementation of the included scope. You will create and execute project plans and use project management methodologies to guide team members in achieving the project and installation deliverables and you will identify program risks, document project deviations, and implement corrective actions to deliver projects and installations successfully on-time and on-budget.

For this role, you will develop relationships and build rapport quickly with distributors and customers. In addition, you will investigate and utilise your troubleshooting skills in resolving customers' technical and non-technical queries. For this, you will rely on your critical thinking skills using facts and analytics to not only fix problems but also to implement workarounds and offer suggestions for change and continuous improvement.

In addition, you will lead by example, supervise, mentor, and coach Installation Specialists, resolve customers' issues through the escalation process, and play a critical role in the development of the department's competencies and training needs

Key Responsibilities

Create and execute project plans, monitor progress, identify/manage risks, document project deviations, and implement corrective actions to closure

Collaborate with Sales and Operations to agree upon the installation schedule and initiate/create project deliverables and milestones

Maintain relationships and communication with executives and all stakeholders on all aspects of the project and installation

Communicate proactively with customers on all aspects of the project and installation using clear, professional, and effective communication

Collaborate with Global Project and Installation Managers to determine Installation KPIs and drive team activities to meet KPIs and identify areas of improvement

Collaborate with Global Project and Installation Managers to benchmark, pioneer, and set the standard for best in class installations

Project and Installation P&L responsibility including forecasting and budgeting of departmental and project headcounts and installation and travel rates

Leverage all approved internal knowledge base to deliver up to date service to our customers

Depending upon the region, own Installation tickets, including ticket creation, update, escalation and escalation notes, resolution, and closure

Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies and continuous learning

Lead, mentor, and coach Installation Specialists and team members through difficult tickets and installation issues

Lead team members and ensure departmental procedures are communicated and followed

Available and on-call to resolve customer installation issue escalations

Communicate with customers and set expectations throughout the escalation process

Maintain up-to-date awareness in the latest hardware and installation applications and share ideas with Global Functional Owners to improve performance, reliability and functionality of products and services

Comply with confidentiality and license agreements

Subject Matter Expert in pioneering and maintaining customer and partner relationships

Responsible for self-developing skills and technical knowledge on existing and new products and features

Recruit, hire, train, lead, supervise, and develop a great team of Installation Specialists

Contribute to the development of the department's competencies and training needs

Prioritize all escalations based on business needs and customer impact

Use operational analytics to drive Installation process improvements

Required Skills and Expertise 6-8 years' experience working in a fast-paced environment in project management and line management

Bachelor's degree in Computer Science or equivalent education/work experience

Expert ability in project management and line management

Excellent customer service and communication skills both written and verbal

Good at communicating technical concepts to both technical and non-technical customers

Ability to build strong relationships with customers and with team members

Skilled at handling multiple tasks, such as responding to customer enquiries, scheduling of projects and resources, coordinating installation, etc.

Expert level of troubleshooting, problem solving, and critical thinking skills

Depending upon the region, expert level of understanding and experience working with Windows OS, SQL, networking, TCP/IP, .NET and PCI Compliancy requirements

Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer On-Boarding process

Demonstrate good judgement using facts and analytics

Highly organized and efficient with strong attention to detail

Understand and learn complex technical topics quickly

Excellent time management skill and able to meet deadline.

Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies

Handle customers with patience, tact, and empathy

What do we offer: PPO Medical coverage with four plan options to choose from based on individual needs

PPO Dental & Vision (company paid for employees only)

Life Insurance, Short & Long-Term Disability (company paid)

Accident, Critical Illness, and Hospital Confinement

401(k) with generous company match (100% of the 1st 3% employee contribution and 50% on the next 2% of employee contribution)

Paid time off to include vacation, sick, holidays, and birthday

Free parking lot and access to fitness center in office building

Robust Learning Management System for employee growth and development

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