Fueling 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 key responsibilities of the Installation and Project Coordinator are:
1. Develop detailed project plans, monitor project milestones, identify project risks and deviations, and implement corrective actions to ensure all installation and project deliverables are completed on-time,
2. Partner with Support’s escalation team on the escalation of hardware and software bugs impacting the installation, technical assessment, and SaaS onboarding processes,
3. Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces,
4. Help Installation team members through difficult technical incidents and requests and communicate directly with customers if intervention is required, and
5. Lead by example and adhere to and help Installation team members adhere to prescribed policies and procedures.
These all involve working with customers, distributors, Installation team members, and other departments to not only solve technical and non-technical problems but also, consult with Installation team members to implement workarounds to deliver timely, consistent, and technically sound solutions.
In addition, the Installation and Project Coordinator plays an important role in the development of the Installation team members’ competencies by assessing Installation team members’ training needs and working with the Installation and Project Managers to ensure Installation team members are prepared to provide timely, consistent, and best-in-class installations, SaaS onboarding, and hardware projects for our customers.
Installation’s vision is to move with speed to enable, empower, and ease the hardware setup experience for our customers and to always look for new methods to automate, simplify, and streamline the hardware setup process.
Key Responsibilities
Leadership:
- Develop detailed project plans, monitor project milestones, identify project risks and deviations, and implement corrective actions to ensure all installation and project deliverables are completed on-time
- Coordinate and oversee project schedules, internal staffing, and all aspects of installations, SaaS onboarding, and projects
- Defuse customer incidents and intervene to appease unhappy customers if Installation team members are unable to meet customers' needs satisfactorily
- Available and on-call to solve customer escalations if required
- Rectify staffs' day-to-day performance quickly to deliver timely, consistent, and best-in-class installations, SaaS onboarding, and hardware projects for our customers
Individual:
- Partner with Support’s escalation team on the escalation of hardware and software bugs impacting the installation, technical assessment, and SaaS onboarding processes
- Assist customers with installing, testing, troubleshooting, and configuring Embed's supported hardware and software, EMV, and third-party interfaces in the field and remotely
- Review and provide customers with guidance on the location's network cabling plans and access point placements for optimal coverage
- Complete project checklists and tasks to meet the location's expected opening date
- Create and issue customer quotations for the setup and configuration of Embed's supported hardware and software, EMV, and third-party interfaces
- Perform, document, and ensure locations pass all Technical Assessment criteria for SaaS onboarding, modernizations, system moves, and any future project type requiring Technical Assessments
- Ensure locations' licenses are maintained and renewed in accordance with Embed's licensing renewal policy and depending upon the region, available and on-call to solve location's licensing incidents if required
- Partner with Deployment team members to look for and implement new methods to automate, simplify, and streamline the hardware setup process
KPIs:
- Achieve service levels in accordance with customer Service Level Agreements (SLAs)
Training:
- Ensure Installation team members leverage approved internal knowledge base articles to deliver up to date service to our customers
- Create, document, and share technical procedures and knowledge base articles for the overall development of the Installation team members’ competencies
Required Skills and Experience
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4-6 years’ experience working in a fast-paced customer service/support role is preferred
- Intermediate level in understanding and working with Windows OS, SQL Server, networking, TCP/IP, .NET, and PCI Compliancy requirements
- Intermediate level with SQL database queries
- Bachelor’s degree in Computer Science is preferred or equivalent education/work experience
- Highly organized and a meticulous attention to detail
- Continuous improvement mindset and an openness to new approaches and solutions to enhance the customer support experience
- Expert level in communicating both written (grammar and punctuation) and verbal
- Good at building strong relationships with customers and with team members
- Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
- Intermediate level in using software deployment tools
What do we offer
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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