customer support
Posted Jan 2Field Support Representative
at Saronic
Virginia Beach, United StatesOn-site
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Responsibilities
- Troubleshoot and resolve complex technical issues related to our autonomous surface vessels, systems, and software - System Integration: Collaborate with partners and customers to integrate our autonomous surface vessels into their existing systems and infrastructure.
- Ensure seamless interoperability and compatibility between our products and their operational environment.
- Support system-level testing and validation activities - Customer Training and Documentation: Conduct training sessions and workshops to educate partners and customers on the operation, maintenance, and troubleshooting of our products.
- Develop training materials, user guides, and technical documentation to facilitate knowledge transfer and best practices - Remote Support and Troubleshooting: Provide remote technical support to partners and customers, leveraging communication tools and remote access capabilities.
- Diagnose and troubleshoot issues, guide users through problem resolution, and escalate complex issues to the appropriate teams for further investigation - Field Testing and Validation: Participate in field testing and validation activities at partner and customer locations.
- Collect data, assess performance, and provide feedback to the engineering and design teams.
- Collaborate with cross-functional teams to address any identified issues and implement necessary improvements - Customer Relationship Management: Build strong relationships with partners and customers by delivering exceptional technical support and fostering effective communication.
- Act as a technical liaison between partners/customers and Saronic internal teams - Continuous Improvement: Identify opportunities for process improvements and product enhancements based on customer feedback and on-site experiences.
- Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services - Travel Management: Coordinate travel logistics and scheduling for on-site visits.
- Ensure timely and efficient travel arrangements, including transportation, accommodation, and necessary equipment
Requirements
- QUALIFICATIONS - Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field. Advanced degree preferred - Minimum of 3 years of