Software Upgrade Specialist

The software upgrade specialist’s core responsibility is to aid our customers in the successful deployment of software upgrades to existing Kardex FulfillX platforms.

He/she will advise the customer when to upgrade, distribute all functional, training, and release documentation of FulfillX for upgrades, and be the primary point of contact during and immediately after an upgrade.

The software upgrade specialist will work in a position that is a blend of warehouse operations, software, IT hardware, customer service, and project leadership.

This is a customer-facing position. The candidate will need strong communication, customer service, technical, organizational, and troubleshooting skills. This position is key to maintaining high levels of customer satisfaction and fostering strong customer relationships, which is vital to our overall business success.

The software upgrade specialist is highly motivated to work in a startup environment and is open for a wide range of tasks to support the growth of the overall team.

Your tasks

Act as the liaison between internal teams and the customer. Work closely with the FulfillX release manager to stay up to date on the latest releases and act as the primary point of contact to provide feedback and follow-up to the QA and Product teams regarding features and bugs. Help educate the Software Support Engineers on the latest features and bug fixes.

Attend/co-lead regular customer check-in meetings as the FulfillX specialist and take the trusted advisor approach to the customer in recommending upgrades. Review open/recent tickets, inform the customer of new and upcoming features and bug fixes, and provide training when necessary.

Act as the project manager of software updates by ensuring all resources are in place on the Kardex and customer sides and schedules are aligned for a successful deployment. Support the customer during and after upgrades to provide guidance on implementation and answer questions as they arise.

Potentially travel to customer sites for additional support. Total travel estimate is up to 20%

Travel domestically for training opportunities

Your profile