Global Remote Implementation Specialist

Job Description

<p><strong>About HCL Technologies</strong></p><p><br></p><p>HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&amp;D facilities and co-innovation labs, global delivery capabilities, and over 211,000 ‘Ideapreneurs’ across 52 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.</p><p>HCL’s global delivery center in Morocco is launched in 2022, presently developing our tech footprint in Sala Al Jadida (Technopolis Rabat Shore).</p><p><br></p><p>HCL’s Global Delivery center in Morocco is launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).</p><p><br></p><p><strong>Overview:</strong></p><p>The Global Remote Implementation Specialist (GRIS) plays a vital role in supporting the pre-implementation and implementation process by collaborating virtually with sales representatives, implementation coordinators, and project managers. Their primary focus is on device connectivity and ensuring correct setup and functionality for customers to utilize effectively.</p><p><br></p><p><strong>Responsabilities:</strong></p><p><br></p><p><strong>Pre- and Post-Implementation:</strong></p><ul><li>Configure devices and enable revenue recognition, contributing directly to the sales revenue plan.</li><li>Confirm delivery dates and establish client expectations.</li><li>Engage all necessary resources for smooth device implementation, minimizing discrepancies, and building trust with customers during the remote installation process.</li><li>Provide remote training for end users and address customer IT questions after installation.</li><li>Offer problem resolution support for recently installed devices and assist with SPAR installation and error log collection.</li><li>Maintain open communication with the implementation team to ensure successful installation sign-off.</li><li>Restore configurations of recently implemented devices when necessary.</li></ul><p><br></p><p><strong>Technical Account Management:</strong></p><p>Gather network requirements remotely, create configuration guides, and develop clone files.</p><ul><li>Present configuration guides to customers virtually.</li><li>Identify and address potential information security issues.</li><li>Install and configure Xerox Office devices.</li><li>Add devices to Xerox Software Solutions and conduct device testing after implementation.</li><li>Coordinate with customers upon equipment delivery and network setup.</li><li>Troubleshoot during the implementation process as needed and resolve network issues (escalating if necessary).</li><li>Provide support during the escalation process and assist in implementing office devices and solutions.</li><li>Resolve technical issues during the implementation phase and deploy Xerox devices and solutions remotely.</li><li>Install drivers on client devices (up to three PC’s) for PostScript/PCL/XPS compatibility.</li><li>Test device features with end users after full configuration, conducting remote sessions.</li><li>Save and maintain configuration reports and document steps remotely while keeping track of installed devices.</li><li>Obtain remote customer sign-offs and ensure closure of all activities.</li><li>Take responsibility for the initial configuration of devices delivered to customer sites, performing necessary tests to meet client needs and expectations.</li></ul><p><br></p><p><strong>Ad-Hoc Responsibilities:</strong></p><ul><li>Provide remote training and deliver accurate, timely, and professional reports to management for analysis and forecasting purposes.</li><li>Collaborate on special projects outside regular account responsibilities when requested, demonstrating a best effort and cooperative spirit.</li><li>The GRIS role is critical in ensuring a seamless implementation process for customers and contributing to sales revenue. By leveraging remote tools and effective communication, the GRIS establishes trust and expertise in device configuration, resolving technical issues, and providing valuable support throughout the implementation journey.</li></ul><p><br></p><p><strong>Education/Certification</strong></p><ul><li>Bachelor’s or Master’s degree in computer science, Computer Engineering, or related fields</li></ul>