Job Title: Head of Customer Experience & Support
Description:
Advanced Navigation is the world's most determined innovator in AI robotics and navigation technologies across land, air, sea and space applications. Founded on a culture of research and discovery, Advanced Navigation's mission is to be the catalyst of the autonomy revolution.
Fields of expertise include artificial intelligence, underwater sonar, GNSS, radio frequency systems, inertial sensors, robotics, quantum sensors, and photonics. Today, Advanced Navigation is a supplier to some of the world's largest companies, including Airbus, Boeing, Google, Tesla, NASA, Apple, and General Motors.
Overview of the Role:
The Customer Support team is focused on providing expert technical advice, problem analysis, and application support to new and existing customers. This role will lead a team of technical support experts responsible for addressing customer inquiries, resolving technical issues, maintaining a positive relationship with our customers, and supporting the sales process.
Role and Responsibilities:
* Lead the global team of pre- and post-sales engineers to deliver impactful technical guidance in support of acquisition and expansion opportunities.
* Empower the team in researching, resolving, and responding to a wide range of customer technical issues promptly and effectively.
* Manage escalated technical issues, engaging with senior customer counterparts to resolve problems.
* Lead and facilitate the RMA (Return Merchandise Authorization) process, ensuring efficient equipment returns and replacements from Head Office and supporting remote application engineers.
* Develop and manage SLAs with key cross-functional partners in support of issue resolution and delivering high-quality customer experiences.
* Work closely with cross-functional partners to address the root cause of any hardware or software issues observed from customer cases.
Qualifications and Experience:
* 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 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.
Benefits:
* You'll have access to industry-leading products with diverse applications within some of the most interesting and exciting projects worldwide.
* We're 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.
Estimated Salary: $120,000 - $180,000 per year