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Customer Success Field Representative

Seegrid is the leading provider of connected self-driving vehicles for materials handling with hundreds of thousands of miles driven. The Seegrid Smart Platform combines flexible and reliable infrastructure-free vision guided vehicles with fleet management and enterprise intelligence data for a complete connected solution. Seegrid accelerates Industry 4.0 and lean initiatives with incremental automation, helping companies achieve a truly connected enterprise and transform into smart factories of the future.

Seegrid currently has an opening for a Success Field Representative.  The Success Field Representative will be a field-based agent, responsible for providing advanced technical support, application support, and customer service support.  The Success Field Representative's role is to be an onsite product expert, answer questions, instruct customers regarding operation, exception handling and provide immediate response to technical product issues and discrepancies as well as resolution plans.

The Success Field Representative's primary goal is to be the face of the company, facilitating truly exceptional service levels to customers, and delivering value-added services, including recommendations and expert help on product utilization.  The Success Field Representative role will require remaining positioned at the customer site for extended periods of time in order to enhance the overall success of the product for the customer's business. Must be personally engaging with customers at all levels, love new challenges, be energized by being on the road, and have methodical and meticulous problem solving skills.

Key Responsibilities:

  • Provide continued field-based service and customer support
  • Maintain excellent customer relationships and build goodwill
  • Train people at customer sites and at headquarters
  • Perform occasional corrective and preventative maintenance, software upgrades, and some troubleshooting
  • Provide on-site engineering or workarounds in critical situations, with support from engineering and others
  • Commission products into customer facilities and set up applications as defined
  • Provide training to customer staff in safety, operation, troubleshooting and maintenance of vehicles
  • Document status of on-going and completed projects via electronic reporting
  • Follow all company's field procedures and protocols

Requirements and Experience:

  • Calm demeanor and extraordinary customer-facing communication
  • Excellent written and verbal communication skills
  • 3+ years of experience in related field
  • Ability to work long hours in noisy and busy environments
  • Ability to lift 30 pounds
  • Strong customer interface with complete commitment to customer satisfaction
  • Ability to be analytic in troubleshooting
  • Good technical knowledge of office applications; some experience with Linux preferred
  • Strong work ethic and willingness to learn
  • Extensive travel required, approximately 80+%, both domestically and internationally, if needed to customer sites
  • Must maintain a clean driving record and passport is required
  • Will report into the Customer Success department, but must be highly responsible individual who can work independently and with minimal supervision

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Seegrid is an equal opportunity employer Minorities/Females/People with Disabilities/Protected Veterans/Sexual Orientation/Gender Identity.

 

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