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UBEO Business Services, the premier provider of business technology products and services, is seeking to hire an ECM Engineering Manager to join our team in Boston, MA.
UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Xerox, Ricoh, Canon, HP and Kyocera printers. UBEO specializes in electronic document management software and integrations.
The primary responsibilities of this position is as follows:
Department: ProIT
Reports To: ProIT Operations Director
FLSA Status: Full-Time / Exempt
Purpose
The ECM Engineering Manager is responsible to lead a team of talented engineers and project managers that focuses on document and data workflows for customers. This position requires teaching a team how to convert technical knowledge into action utilizing technology to accomplish the goals of customers. Creativity and ingenuity are highly rewarded as it is what sets us apart from other companies that provide the same services.
Responsibilities

• Assist in engineering projects and the configuration of software according to customer requirements.
• Overseeing and determining timeframes for solutions customers including system updates, upgrades, migrations and outages.
• Support services for integrations such as: Windows Server, SQL, SharePoint, API's, etc.
• Monitor and Prioritization Engineer schedules to ensure prompt time entry on service tickets.
• Act as the customer facing point of contact to our clients for escalated service requests.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Creation of procedures and deployment documentation.
• Setting of standards for support and troubleshooting for solution software.
• Uncommonly GREAT customer service.
• Provide Customer End User Training on Software Suite.
• Understanding of business processes such as: AP, AR, HR, Purchasing, etc.
• Architect solutions with ECM software to digitize business processes.
• Scope of Work development and documentation.
• Manage Service Tickets assigned to the Solutions Engineering team.
• QA completed tickets for sound troubleshooting and correct grammar etc.
• Coach Engineers on daily interactions and long-term goals.
• Reliably fulfill daily and monthly tasks and other duties as assigned by management.

Job Related Dimensions

• Track record of integrity and trustworthiness with confidential/sensitive information.
• Ability to plan, organize, and multi-task in a fast-paced environment.
• Demonstrate confidence with a high degree of professionalism.
• Very strong attention to detail and problem-solving skills are essential.
• Takes ownership of job responsibilities with personal pride and accountability.
• Very prompt, hardworking, and loves what they do.
• Ability to work within the timeframe of standard policies and procedures and not miss deadlines/due dates.
• Ability to maintain confidentiality related to sensitive company and employee information.
• Excellent ability to multi-task, prioritize and problem-solve in a busy, fast-paced environment.
• Exhibit extraordinary discretion, confidentiality, flexibility, and willingness to work closely with our team.
• Excellent time, leadership, and management skills.
• Excellent written and verbal communication skills.
• Strong professionalism and organizational and planning skills.
• Regular and reliable attendance.

Qualifications

• High School Diploma or GED
• 5+ years' Document Management Software Experience (Laserfiche and/or Docuware)
• Understanding of network protocols and traffic: DHCP, DNS, SMTP, SNMP, HTTP/HTTPS, SSL, TLS.
• Understanding of basic IT infrastructure

Physical Demands & Work Environment

• Ability to sit at a desk for prolonged periods of time
• Ability to talk on the phone and work with various computer tools and applications
• Ability to type and compose written communication in various forms
• Ability to lift 20+lbs on occasion

UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities. Our comprehensive benefits package includes:

• Choice of medical, dental and vision plans that provide our employees and their families with high-quality healthcare, including orthodontia for both adults and child(ren)
• Generous Company Paid Health Reimbursement Account Options to defray deductible expenses
• Company paid life and accidental death and dismemberment insurance for you, your spouse and child(ren)
• Flexible Spending and Health Savings Account Options - Set aside pre-tax dollars to cover out-of-pocket expenses related to health or dependent care
• Voluntary coverages at low group rates including Aflac Insurance - In the event of death or disability, you can help protect your family against the loss of income with various types of insurance
• Pet Insurance, breathe easy knowing Nationwide has your pets covered
• Pre-paid legal coverage, access to experienced attorneys that can help you with any legal issue 24/7
• A generous wealth accumulation program will help you achieve financial security for retirement. We offer a 401(K) Plan w/ Match upon eligibility and Free Financial Counseling
• Generous vacation, holiday, and sick leave programs - as we believe that taking advantage of time away from work is essential for a well-balanced life

UBEO is an Equal Opportunity Employer and considers applicants for all positions without regard to age, sex, color, race, religion, national origin, disability, genetic information or predisposition, military/veteran status, citizenship status, marital status or any other group protected by applicable federal, state or local laws.