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Technical Director for Customer Engagement

1 month ago

Sydney, New South Wales, Australia Advanced Navigation Full time

Advanced Navigation is a pioneering force in AI robotics and navigation technologies. Our mission is to drive the autonomy revolution through innovative research and discovery. With expertise spanning artificial intelligence, underwater sonar, GNSS, radio frequency systems, inertial sensors, robotics, quantum sensors, and photonics, we cater to leading companies like Airbus, Boeing, Google, Tesla, NASA, Apple, and General Motors.

Our role in driving customer success is critical to our growth. As Head of Customer Experience & Support, you will lead a team of technical support experts responsible for addressing customer inquiries, resolving technical issues, and maintaining positive relationships with our customers. You will also play a key role in improving the customer experience by engaging with cross-functional partners to identify and implement initiatives that elevate our net promoter score.

The responsibilities of this position include:

  • Managing a global team of pre- and post-sales engineers to deliver impactful technical guidance in support of acquisition and expansion opportunities
  • Overseeing the proof of concept motion to convert high-potential prospects into scaled customer relationships
  • Collaborating with the Sales Team to qualify, develop, and execute technical solutions that meet and exceed customer application and opportunities
  • Empowering the team to research, resolve, and respond to a wide range of customer technical issues promptly and effectively
  • Managing escalated technical issues, engaging with senior customer counterparts to resolve problems
  • Leading and facilitating the RMA process, ensuring efficient equipment returns and replacements from Head Office and supporting remote application engineers
  • Developing and managing SLAs with key cross-functional partners in support of issue resolution and delivering high-quality customer experiences
  • Working closely with cross-functional partners to address the root cause of any hardware or software issues observed from customer cases
  • Systems infrastructure: Continuously reviewing and enhancing the tools and processes used by the Support Team to deliver their work, developing more scalable and efficient ways to increase throughput and improve the customer experience
  • Customer Relationship Management: Developing and nurturing successful long-term relationships with our most critical customers to create a best-in-class customer experience, fostering loyalty and trust.

This role requires:

  • Bachelor's degree in a related field ideally in Mechatronics or Engineering
  • 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 is highly beneficial
  • Demonstrated experience in Pre-Sales as well as Post-Sales is favorable
  • Highly proficient with Salesforce / Service Cloud
  • Deep understanding of the software/hardware development lifecycle
  • An understanding of programming languages including Java, C, Python
  • Dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
  • Outstanding verbal and written communication skills

You will have access to industry-leading products with diverse applications within some of the most interesting and exciting projects worldwide. We are growing a team of inspired, smart, and driven individuals from all sorts of backgrounds. With great opportunities for growth and variety, we strive to help each employee carve out the path that's right for them.

Based on national averages and considering the required skills and qualifications, the estimated salary for this position is around $160,000 per year. However, please note that salaries can vary based on location, experience, and other factors.