Implementation Specialist, Mexico

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji's cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

With more than 5,000 employees across the world, Shiji is a trusted partner for the world's leading hoteliers, delivering technology that works as continuously as the industry itself. That's why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.

The best hotels run on Shiji—day and night.

The Implementation Specialist, Mexico, will be responsible for deploying Shiji's POS solutions for enterprise customers within the Americas region. This role involves executing technical tasks such as hardware installation, system configuration, upgrades, basic troubleshooting, and user training, all under the guidance of senior team members. The Specialist will ensure seamless installations, address customer needs, and provide post-implementation support to deliver a smooth and successful "go-live" experience.

What You'll Do:

• Execute end-to-end Food & Beverage (F&B) POS implementation projects remotely or on-site within the Americas region by understanding user requirements, installing hardware such as servers, workstations, and printers, and other various implementation activities such as: configuring systems, testing connectivity, ensuring proper cable setup to support seamless system installation and a smooth customer transition.
• Provide user training on-site or remotely to ensure customers can effectively operate the POS system, helping to increase user adoption and reduce operational disruptions.
• 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.
• Troubleshoot and provide guidance to operational and application related customer inquiries during implementations, offering consultative support to ensure a successful deployment.
• Deliver remote support post-implementation to assist customers with system usage ensuring smooth ongoing operations.
• Prepare and submit daily project reports and upon project completion, maintain accurate and up-to-date records of implementation activities and outcomes.
• Attend and participate in scheduled internal training to remain current on new product developments and current POS system functionalities.

Minimum Qualifications (knowledge, skills, and abilities):

• Minimum two (2) years' experience in POS implementation, IT support, or a similar technical role within the hotel or F&B industries.
• Proficient with hospitality POS systems in a super user role, demonstrating advanced knowledge of system functionalities, troubleshooting, and user support.
• Bilingual in English and Spanish, with strong written and verbal communication skills with the ability to explain technical concepts clearly to non-technical audiences.
• Proficient in Microsoft Office Suite particularly in Outlook, Excel, Word, Project, and PowerPoint.
• Proficient in Microsoft and Windows operating systems for enterprise level projects.
• Demonstrated experience and proficiency in the setup and installation of POS systems, including hardware and software configurations.
• Strong problem-solving skills with the ability to troubleshoot and resolve technical issues quickly and efficiently.
• Strong interpersonal and communication skills with the ability to build and maintain positive relationships with internal teams and customers at all levels.
• Customer-focused mindset with a passion for delivering exceptional service and ensuring customer satisfaction.
• Demonstrated ability to learn and apply knowledge of the company's IT solutions effectively, including handling system installations.
• Possession of a valid passport with the ability to travel within the Americas region (US, Mexico, Canada), up to 75% of the time; on-site durations may vary, including periods of up to six weeks, as needed for project execution.
• 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
• Experience configuring and installing Simphony II POS systems.

Shiji US, Inc does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status, ancestry, genetic information, veteran status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, political affiliation, and matriculation or any other characteristic protected by law. Employment decisions at Shiji US, Inc are based on merit, qualifications, and abilities. Shiji US, Inc is also committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process.  If you need assistance or accommodation due to a disability, you may contact us at [email protected].