AI Solutions Specialist

The AI Solutions Specialist is responsible for leading the practical adoption of AI inside Macatawa Technologies and helping deliver AI enablement services to our clients. This role focuses on process improvement, workflow automation, training, documentation, and client guidance, rather than deep infrastructure engineering.

The AI Solutions Specialist works closely with our technical team, leadership, and clients to identify opportunities where tools such as Microsoft Copilot and Hatz AI can reduce friction, improve productivity, and support safer, more consistent ways of working.

This role is AI-first. Traditional MSP technical work (projects, escalations, or on-site support) may occur occasionally to support collaboration and learning, but it is not the primary responsibility of the position.

Primary Responsibilities (AI-First)Internal AI Enablement

· Serve as the go-to internal resource for AI usage, adoption, and best practices.

· Help Macatawa team members use Microsoft Copilot and Hatz AI effectively in their day-to-day work.

· Map internal workflows and identify opportunities to:

o Reduce manual effort

o Improve consistency and quality

o Capture and reuse knowledge

· Build and maintain internal AI playbooks, including:

o Approved AI use cases

o Process maps and examples

o Templates and prompts

o Guidelines for responsible and secure AI use

· Partner with technical leadership to ensure AI usage aligns with company standards and client expectations.

Client AI Services & Enablement

· Support the delivery of client-facing AI services, including:

o Microsoft Copilot readiness and rollout

o End-user training and adoption support

o Practical AI usage guidance for small and mid-sized businesses

· Lead or assist with client workshops and training sessions, using clear, plain-English explanations.

· Help clients understand:

o Where AI can improve productivity

o Where AI should not be used

o Basic risks such as data exposure or unapproved AI tools

· Create repeatable client deliverables such as:

o AI usage guidelines

o Training materials

o SOPs and checklists

o Industry-specific examples for manufacturing and professional services clients

Automation, Documentation & Process Improvement

· Design and maintain lightweight automations using low-code or built-in tools (e.g., workflow automation, approvals, onboarding steps).

· Document AI-enabled processes so they can be delivered consistently by the broader team.

· Help standardize how AI is introduced, explained, and supported across clients.

· Continuously look for ways to make AI adoption simpler, safer, and more repeatable.

Secondary Responsibilities (Supportive, Not Core)Collaboration with Technical Team

· Work alongside systems engineers and service desk staff to understand real-world workflows.

· Occasionally assist with:

o Project coordination

o Process documentation during technical projects

o Translating technical work into client-friendly explanations

· Participate in internal meetings related to service improvement and new offerings.

Do you have experience in Workflow management (operations management method)?, This position requires strong communication skills, a process-oriented mindset, and comfort working with business users and technical teams. A technical degree or deep engineering background is not required.

Required:

· Experience working in an IT, MSP, or business operations environment

· Strong familiarity with Microsoft 365

· Comfort learning and using AI tools such as Microsoft Copilot or similar

· Strong written and verbal communication skills

· Ability to explain technical or abstract concepts in plain English

· Strong organizational skills and attention to detail

· Ability to manage multiple initiatives and follow through to completion

AI-Related Expectations

· Curiosity and enthusiasm for practical AI use cases

· Interest in workflow improvement and automation

· Comfort experimenting, documenting, and refining processes

· Sound judgment around responsible AI usage and data handling

· Willingness to learn alongside both technical staff and business users

Preferred / Plus Experience

· Experience with Microsoft Copilot adoption or training

· Workflow automation or low-code tools (e.g., Power Automate)

· Familiarity with MSP tools such as Halo PSA, NinjaOne, Hudu or other documentation platforms

· Experience working with manufacturing or professional services clients

· Training, onboarding, or change-management experience

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Life insurance
• Paid holidays, · 40 hours per week with a 1-hour lunch break

· After a 90-day review period:

o Eligible for one remote workday per week

o Limited after-hours work expected

Work Attire and Uniform

· Business casual

· Company-provided work shirts and jacket when on-site with clients

Pay and BenefitsCompensation

· Base Salary: $65,000 - $75,000, based on experience and fit for the role

As this role matures and client AI services expand, performance-based bonuses and incentives may be introduced in the future. No bonus structure is assumed or guaranteed at the start of employment.

Benefits

· Health insurance

· Paid Time Off

· Retirement plan with company match

· Life insurance

· Paid holidays, * Health insurance

• Life insurance
• Paid time off
• Retirement plan

Macatawa Technologies is a West Michigan managed IT services provider helping small and mid-sized businesses-especially manufacturers and professional services firms-stay secure, productive, and modern. We are intentionally building a human-centered, AI-enabled service model. We believe AI should reduce friction, support better decision-making, and enhance relationships-not replace them. Pay: $65,000.00 - $75,000.00 per year