Implementation Specialist, Mexico

Since 1998, Shiji has evolved from being the premier network system supplier in China to becoming a multi-national technology company providing software solutions and services for enterprise companies in the hospitality, food services, retail, and entertainment industries. With 70+ offices worldwide and 4,000+ employees, and Shiji Americas launching in 2016, we are growing by leaps and bounds.

Come join us and be a part of a dynamic global organization where we together can revolutionize the hospitality software market!

The Implementation Specialist, Mexico is responsible for ensuring the successful deployment of our POS solutions for enterprise customers. This includes analyzing customer needs, configuring tailored POS solutions, performing system installations and upgrades, and delivering training, either on-site or remotely, to ensure a smooth transition and positive user experience. The Implementation Specialist, Mexico ensures that our POS solutions meet the unique specifications and functional requirements of our enterprise customers.

What You’ll Do:

• Perform various Food & Beverage (F&B) POS implementation projects either remotely or, when necessary, travel to customer sites in hotel and restaurant environments within the Americas region.
• Manage end-to-end implementation by understanding user requirements, performing system configurations, conducting on-site system testing, setting up and installing equipment such as the server, workstations, printers, and other relevant devices, providing user training, and providing support after "go-live".
• Connect and test network cable connection for multiple hardware devices is required.
• Install POS hardware, test connectivity, and ensure proper cable setup at customer sites to support seamless system installation.
• Perform POS version upgrades either remotely or on site, ensuring minimal disruption to customer operations.
• Report and escalate critical issues and functional requests from customers to appropriate internal teams, including Product and Development, and follow through to ensure timely resolution.
• Provide guidance to customers by addressing operational and application-related inquiries and offering consultative support.
• Deliver remote support post implementation to ensure smooth operations of the POS system.
• Collaborate with various internal technical teams including the Project Team, Product Team, the Support Team, and the Development Team, to resolve customer issues and enhance system performance.
• Prepare and submit all required project reports daily and upon project completion to maintain accurate and up-to-date project documentation.
• Attend regular trainings to remain up-to-date with new and current developments of all Shiji PMS functions.

• Bilingual in English and Spanish, with the ability to communicate effectively in both languages.
• Minimum two (2) years’ experience in Hospitality or Hotel IT industry or related field.
• Experience with hospitality POS systems in a super user role, demonstrating advanced knowledge of system functionalities, troubleshooting, and user support.
• Proficient in Microsoft and Windows operating systems for enterprise level projects.
• Possession of a valid passport and willingness to travel within the Americas region, with travel requirements of up to 75%; on-site durations may vary, including periods of up to six weeks, as needed for project execution.
• Experience and proficient in system setup and installation, including hardware and software configurations for POS systems.
• Strong problem-solving skills with the ability to quickly understand and implement diverse IT solutions.
• Ability to communicate effectively and build rapport with internal team members and customers.
• Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly to non-technical customers.
• Willingness to be available for on-call support during evenings, weekends, and holidays as needed, in line with project demands. Overtime compensation will be provided in accordance with Mexican labor law.
• Ability to lift up to 25 lbs. for hardware setup and installation tasks. 

Preferred Qualifications/Nice to Have:

• Bachelor’s Degree from an accredited college or university in a technical, hospitality or business field