Customer Experience and Technical Leadership Expert
2 days ago
Company Overview
Advanced Navigation is a leading innovator in AI robotics and navigation technologies, driving the autonomy revolution across diverse applications. Our culture of research and discovery fuels our mission to be a catalyst for this transformation.
Our Technology Expertise
- Aerospace and Defence
- Surveying and Mapping
- Autonomous Vehicles and Robotics
- Maritime and Subsea Applications
About the Role
We seek an experienced leader to spearhead our Customer Support team. As Head of Customer Experience & Support, you will oversee a global team of technical experts, providing expert guidance and support to customers worldwide. Your responsibilities will include managing pre-sales and post-sales application engineers, driving improvements to the customer experience, and collaborating with cross-functional partners to enhance the customer journey.
Key Responsibilities
- Lead a team of global technical support experts to deliver impactful technical guidance, ensuring seamless support for acquisition and expansion opportunities.
- Develop and manage SLAs with key cross-functional partners to drive issue resolution and deliver exceptional customer experiences.
- Collaborate with the Sales Team to qualify, develop, and execute technical solutions that meet and exceed customer needs and opportunities.
- Empower the team to research, resolve, and respond to customer technical issues promptly and effectively.
- Manage escalated technical issues, engaging with senior customer counterparts to resolve complex problems.
- Develop and manage the RMA process, ensuring efficient equipment returns and replacements from Head Office and supporting remote application engineers.
- Work closely with cross-functional partners to address root causes of hardware or software issues observed from customer cases.
- Continuously review and enhance tools and processes used by the Support Team to deliver work efficiently and effectively.
What We Offer
As a valued member of our team, you will have access to cutting-edge technology and diverse applications within exciting projects worldwide. You'll enjoy great opportunities for growth and variety, with a focus on delivering a great customer experience while being a creative problem-solver.
Qualifications and Experience
To succeed in this role, you should have:
- Bachelor's degree in Mechatronics, Engineering, or a related field.
- 5+ years of experience leading Support/Application Engineering teams for a hardware business.
- Domain knowledge in Aerospace, Defence, Surveying, Autonomous vehicles/robotics, and Maritime/subsea markets.
- Demonstrated experience in Pre-Sales and Post-Sales, preferably with Salesforce/Service Cloud expertise.
- Deep understanding of the software/hardware development lifecycle and programming languages like Java, C, Python.
Salary
The estimated salary range for this position is $120,000 - $180,000 per year, depending on location and experience.
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