Position Summary
This role will play a dual role in Big Joe’s autonomous solutions by deploying systems and delivering an exceptional level of customer service to ensure an industry leading autonomous customer experience. This individual will be trained in the deployment, operation, and support of our autonomous solutions by our internal team and autonomous technology partners and will become an SME (Subject Matter Expert) in all our autonomous products and solutions.
Once deployment is complete, this individual will focus on the most important aspect of this role, which is to maintain a high level of customer engagement and customer service. Few autonomous companies do this well and it is a key differentiating factor for our company, our brand, and our team.
Essential Duties and Responsibilities
Deployment and Service Management
- Partner with the key account services aftermarket team specifically in diagnosing and supporting service and technical Tier I inquires.
- For Tier II, diagnose and support service and technical calls, escalate externally as needed to ensure resolutions are closed and communicated back to external contact.
- Act as the primary contact for seeking customer and account product and service feedback; sharing and track feedback with full autonomous team.
- Maintain contact with customers with their demo and deployment experiences with our products and respond quickly and professionally to any issues as they arise.
Account Management
- Ensure customers are meeting or exceeding their desired ROI, not limited to product utilization goals, workflow improvements, and assisting them in their CI (Continuous Improvement) activities through 30/60/90-day check-ins as well as annual site visits.
- Collaborate with Autonomous Leadership to highlight customer’s use cases for marketing campaigns and solutions.
Autonomous and Industry Expert
- Become an SME (Subject Matter Expert) by developing technical knowledge through hands-on training, customer deployments, and direct collaboration with our autonomous technology partner.
- Deploy and train internal and external personnel on autonomous solutions, with a focus on operational efficiency, workflow improvements and adoption of best practices.
- Stay informed and share best practices on industry trends and competitor offerings to internal coworkers and leadership to maintain and expand commercialization efforts.
- Collaborate with our sales, engineering, manufacturing, aftermarket and operations team to elevate the autonomous industry; serve as a brand ambassador for Big Joe and autonomous solutions.
Team Contributions and Continuous Improvements
- Identify and advocate for improvements within product and team operations to enhance efficiency and workplace culture.
- Share knowledge and expertise with internal department team members and support the knowledge growth with internal and external company team members.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Competencies: To perform the job successfully, an individual must demonstrate the following competencies:
- Customer Service - Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service.
- Multitasking: Ability to work on multiple tasks at once while staying focused and efficient. Includes paying attention to multiple things simultaneously, while also keeping track of other
- Problem Solving - Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations.
- Teamwork - Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests.
- Cross-Functional Leadership – Works effectively across departments to achieve goals, fostering collaboration without direct managerial authority
- Influence - Achieves win-win solutions. Addresses divergent opinions. Displays ability to influence key decision-makers without the position of power. Pursues and wins support for ideas. Uses authority appropriately to accomplish goals.
Experience and Education:
- Bachelor’s Degree in Engineering, Business, Supply Chain, Robotics, or related fields.
- Experience in material handling, automation, or lift trucks is preferred but not required.
- 1+ years of experience in customer experience, and deployment services.
- Intermediate in Microsoft suite (i.e., Excel, PowerPoint, Word).
- Must possess a valid driver’s license and maintain a safe driving record
