Technical Implementation Specialist

Working closely with customer stakeholders in Information Technology (IT), automation engineering, Manufacturing Science and Technology (MSAT), Quality, and other technical functions, the Technical Implementation Specialist translates customer requirements into practical implementation plans and coordinates the activities required for deployment.

Responsibilities

• Owns implementation and technical support of the CGT Technologies portfolio's software application at customer sites.
• Supports pre-sale activities, including technical consultations, assessments of customer requirements and technical environments, product presentations, demonstrations, and responses to requests for information or proposals.
• Defines implementation scope, system prerequisites, responsibilities, dependencies, risks, and completion criteria based on customer requirements and technical environments.
• Develops and manages implementation plans, including installation preparation, configuration, system integration, testing, and upgrades.
• Coordinates implementation activities with customer stakeholders, including Information Technology, automation engineering, Manufacturing Science and Technology, Quality, and other technical functions, to establish expectations and maintain project progress.
• Partners with customers to translate technical requirements into practical solutions related to system configuration, user access, connected devices, external-system interfaces, reporting, and workflows.
• Coordinates with Business Development, the Account Executive role, FAS, Field Service, Technical Support, Engineering, Quality, and other internal stakeholders to align resources, manage project dependencies, and address implementation barriers.
• Provides timely project updates, communicates technical decisions, identifies risks or delays, and coordinates appropriate actions with customer and internal stakeholders.
• Identifies, troubleshoots, and resolves installation, configuration, integration, connectivity, and performance issues, escalating issues to the appropriate internal teams as needed.
• Supports customer testing, validation, change control, and acceptance activities by providing applicable technical information and implementation documentation.
• Participates in customer technical support activities as needed.
• Maintains accurate records of implementation activities, project status, technical decisions, system configurations, risks, and follow-up actions in applicable company systems, including the Customer Relationship Management (CRM) system.
• Gathers and communicates customer feedback to Global Product Management to inform future product development.
• Represents the company at customer meetings and local, regional, and national business events as needed.
• Travels up to 10% to support customer implementations and business objectives.

Requirements

• Bachelor's degree in Computer Science.
• Minimum of 5 years of related experience in software implementation, systems administration, systems integration, technical support, or a related field.
• Demonstrated customer-facing experience implementing, integrating, or supporting software systems in biotechnology, pharmaceutical, medical device, or other regulated manufacturing environments.
• Experience with Microsoft Windows and Windows Server environments, Microsoft SQL Server, databases, web applications, and report generation.
• Working knowledge of networking, Wi-Fi, remote-access technologies, VPNs, firewalls, HTTPS/TLS, and system connectivity troubleshooting.
• Working knowledge of user accounts, role-based permissions, Active Directory, certificates, and web-server administration.
• Experience with web interfaces, APIs, and integration with enterprise or manufacturing systems.
• Experience with computerized system validation, change control, cybersecurity, and 21 CFR Part 11 or EU Annex 11 requirements preferred.
• Strong project-management skills, including the ability to manage multiple customer implementations, priorities, and project dependencies.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent written and verbal communication and collaboration skills, with the ability to communicate effectively with technical and nontechnical audiences.
• Proficiency with Microsoft Office applications.
• Ability to travel up to 10% based on business needs.