Professional Services Engineer

ACDI is a rapidly growing Professional Services Company that sells and supports dynamic print management, capture, electric vehicle charging, and cost-recovery solutions to streamline office technology and the document lifecycle in a distributor–reseller environment. We have channel distribution and development partnerships with many of the largest copier and printer manufacturers worldwide including Samsung, Xerox, Sharp, Canon, Ricoh, Konica‑Minolta, Toshiba, Lexmark, and others.

From hardware payment solutions, proximity card readers, and EV charging stations to digital workflow automation, fleet management, and analytics software, ACDI’s extensive portfolio pairs seamlessly with its industry‑leading project coordination, installation, marketing, and sales expertise.

As we continually seek to develop progressive new solutions for our partners, we look to hire only the best and brightest. Hard work, commitment, and relationships have propelled ACDI to the status of the most respected partner in the dealer channel. If you covet an opportunity to be a part of a company with no limits, then we may be looking for someone like you.

ACDI’s Professional Services Engineers provide industry‑leading technical software support services that are focused on inbound technical problems, customer service issues, remote web‑based support and internet chat support sessions, installation, configuration, coding/scripting, and third‑party application integration. This is where the rubber meets the road. You are the backbone of our professional services team, and our partners depend upon your expertise. You will not only represent ACDI, but your knowledge and understanding of our products and the end‑user’s needs play an invaluable role in the satisfaction of all parties involved.

Simply put, this is one of the most important roles in the ACDI process.

Your vision, skills, and ambition will define your place in our professional services department. Lead by example and mentor other staff looking to advance. Your ability to think beyond your limits and prove yourself will be your ticket to advancement.

• Provide professional post‑sales technical support for end‑user customers and dealer representatives
• Provide software installation and configuration through a remote access system
• Provide software setup and training for end‑users
• Provide pre‑installation evaluation of custom technology
• Monitor, manage, and document all actions and solutions in the issue resolution system
• Process, resolve, and if needed, elevate support issues
• Achieve and maintain organizational requirements for ticket quality and time utilization
• Support a variety of application platforms and systems
• Document and utilize solutions through the use of a knowledge base, white papers, training sessions, and other available educational tools
• Resolve questions regarding solutions, services, and training
• Provide creation/updating of training materials for end users and dealer technicians
• Ensure proper communication occurs with end users, dealer reps, and ACDI employees in terms of providing timely status reports
• Participate in Statements of Work creation, needs analyses, and generate other documentation supporting conceptual workflow manuals
• Design and execute a post‑sale implementation strategy to ensure client up‑time, comprehension, and overall satisfaction
• Train key personnel and managers on software, hardware, and supporting workflow
• Work across multiple departments to ensure collaborative efforts and improvements are being implemented, documented, and shared
• Maintain a complete understanding of and adhere to all ACDI policies, procedures, and processes
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies
• Some after‑hours and/or holiday work required
• Contribute to team effort by accomplishing related results as needed
• Utilize various ticketing, Project Management, CRM, etc., systems to document work thoroughly
• Ability to understand the requirements of…