Seegrid is seeking a self-motivated field-based agent, responsible for providing onsite user training, onsite application and product support, and customer service support to Seegrid’s customers throughout the U.S. and other countries.
Core Responsibility for this role:
Empower Seegrid’s customers to successfully adopt our products, services, and solutions while professionally representing the company and serving as a strong customer advocate at customer facilities.
The successful completion of your first year, looks like:
Within your first 30 days, you learn about our products, services, solutions, and processes and begin building relationships with key stakeholders internally.
Within your first quarter, you will support multiple customer implementations and user adoption visits at various customer facilities to gain hands-on experience with our product suite as you become a product and application expert.
By your 6th month, you will have strong knowledge of our products, our application solution capabilities, our customer verticals and will be able to proficiently lead customer training and user adoption support visits on your own.
By the completion of your first year, working within the Customer Success team and within cross functional customer centric teams, you will be proficient in driving customer adoption onsite while building strong relationships with customer stakeholders and serving as a strong advocate for and advising our customers.
Responsibilities will consist of:
Provide product training to customers onsite at their facilities during and after installation
Provide post-implementation adoption support to users at customer facilities
Provide continued field-based service and customer support
Maintain excellent customer relationships and build goodwill
Perform occasional corrective and preventative maintenance, software upgrades, and troubleshooting
Provide on-site engineering or workarounds in critical situations, with support from engineering and others
Provide training to customer staff in safety, operation, troubleshooting, and maintenance of vehicles and of software
Document status of on-going and completed projects via electronic reporting
Follow all company’s field procedures and protocols
Provide feedback and request support, when needed, to necessary teams at Seegrid HQ to quickly address customer issues and challenges
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
Passport is required
Will report into the Customer Success department, but must be highly responsible individual who can work independently and with minimal supervision