Document Capture Professional Services Engineer

ACDI - Access Control Devices, Inc. • Benton, AR

1d • Remote

About The Position

The Document Capture Professional Services Engineer (PSE) plays a vital role in ensuring ACDI’s document capture and workflow solutions are implemented successfully, efficiently, and with consistency. This position bridges the gap between sales and long-term customer satisfaction, owning the installation, configuration, and onboarding experience for Scanshare and related workflow products once the sale is complete.
The Document Capture PSE is a hands-on technical expert and process innovator, responsible for delivering stable deployments, improving documentation, and reducing dependency on vendor-side support. The ideal candidate combines strong technical proficiency with customer-facing professionalism and a passion for building repeatable success.

Requirements

• High School diploma, preferred Bachelor’s Degree, and a minimum of 10+ years of technical support experience, or an equivalent combination of education and experience required
• Must have a basic understanding of the following: Microsoft Office
• Workstation Administration - Windows 10,11, Mac, Linux Administration
• Windows, Mac, and Linux file sharing management
• Understanding of iOS, ChromeOS, and Android devices
• Remote Desktop support
• Online Collaboration Tools
• Server Administration - Windows Server, including managing Group Policies, Active Directory Users, Groups, and Organizational Units, DNS, and DHCP
• Basic Networking and Networking Topology, including Windows and BIND DNS (the more, the better)
• Virtual environments, including VMware, Hyper-V, and Proxmox, as they relate to our products
• SQL, XML, MS, JavaScript
• Network troubleshooting to include the ability to determine that the required connectivity exists between two endpoint devices (i.e., Scanshare Server and an MFP)
• Must obtain all available product certifications within 90 days
• Strong professional communication skills (via phone, email, and in-person), problem-solving, negotiation skills, technical capacity, project management, and collaboration
• Be able to effectively communicate technical information with non-technical stakeholders as well as all levels of management
• Experience exercising discretion and confidentiality with sensitive company or team information
• Excellent organizational skills with an ability to think proactively, anticipate upcoming needs, and prioritize work
• Must be able to stand or sit for prolonged periods of time
• Must be able to lift 15 pounds
• Ability to travel and fly on a commercial airliner if needed
• May be required to furnish a passport or other identity documents for international travel
• Employee may be required to furnish adequate internet services, mobile services, and devices necessary to receive business communications on a continual basis

Nice To Haves

• Database administration, network architecture, and systems administration set you apart
• A+, Network+, Security+, Linux+, DELL HW, HP HW certifications preferred
• Microsoft/ITIL certification or equivalent preferred
• Document management experience preferred
• Any scanning and/or document management solution certifications/experience preferred
• Familiarity with Google and ZoHo applications sets you apart

Responsibilities

• Lead the installation and configuration of Scanshare (Document Capture Solution) and associated workflow solutions from project kickoff through go-live.
• Execute configuration, testing, and validation according to each project’s scope of work (SOW) and defined workflow requirements.
• Build repeatable configuration templates and standardized installation playbooks to streamline future deployments.
• Consult on all device-level and network prerequisites needed before installation begins.
• Collaborate with partners to confirm successful end-to-end workflow operation upon completion.
• Maintain detailed records of all implementations, including environment details, configuration notes, and troubleshooting steps.
• Contribute to ACDI’s internal Scanshare Wiki, capturing best practices, workflow templates, and known issues.
• Provide assistance with developing and refining internal documentation, such as: Port and firewall requirement charts Integration guides (SharePoint, OneDrive, Google Workspace, DocuWare, etc.) Test matrices and system diagrams for OEM device compatibility
• Partner with the Product Manager to ensure technical documentation stays aligned with current product versions and regional standards.
• Work closely with Solutions Architects during project discovery to validate scope and technical readiness.
• Serve as the technical liaison to Scanshare’s support and development teams, escalating issues that require patching or feature enhancements.
• Provide structured feedback to ACDI leadership on recurring issues, integration gaps, or opportunities for process improvement.
• Support internal enablement sessions by sharing field insights and post-implementation lessons learned.
• Act as the primary technical contact for customers during the installation phase, ensuring clear communication and confidence throughout deployment.
• Conduct functional acceptance testing with customers to verify workflow success before project closure.
• Identify and mitigate risks during implementation to avoid scope drift or rework.
• Provide short-term post-installation follow-up to ensure stability and a smooth transition to ongoing support.
• Deliver every project with professionalism, accuracy, and accountability, building customer trust and reinforcing ACDI’s reputation for excellence.
• Develop and maintain standard operating procedures (SOPs) and checklists for all major workflow types (e.g., scan-to-folder, scan-to-cloud, scan-to-ERP).
• Build a repeatable QA and testing process to validate new OEM device firmware, cloud releases, and integrations.
• Measure and report on key metrics such as time-to-completion, success rate, and rework frequency to drive continuous improvement.
• Collaborate with leadership to define and maintain installation SLAs and ensure consistent delivery quality across the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED