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Job Description
- Manage technical relationships with customers, and work closely with them to facilitate adoption of NeoSpectra at different stages.
- Proactively support customers in evaluating NeoSpectra products, and in enabling end-use products using NeoSpectra.
- Act as single point of contact for technical issues and manage technical support tickets independently.
- When additional expertise is needed, proactively lead the interface between cross-functional development teams to collaborate in troubleshooting and resolving customer technical issues.
- Organize bi-weekly meetings with cross-functional teams to tackle unresolved tickets.
- Identify key customer feedback and common issues, and engage with product team in identifying ways to improve the technical aspects of NeoSpectra product offerings accordingly.
- Guide the development of knowledge base content that facilitates customer adoption.
- Ensure proper recording of customer incidents and ways to resolve them in ticket system.
- Gather metrics around tickets, issues, product enhancements, and so on and report th
Job Requirements
- 8-10 years of work experience.
- Previous experience in customer advocacy roles in technology sector is a big plus.
- BSc degree in Electrical Engineering, Computer Engineering, or Analytical Chemistry.
- Hands on experience in troubleshooting hardware and software is a plus.
- Previous experience in spectroscopy is a strong plus.
- Excellent communication skills in all different forms: oral, written, and technical documentation.
- Excellent command of English language.
- Autonomy in problem solving and eagerness to learn and grow in different technical areas simultaneously e.g. hardware, software, electronics, optics, and analytical chemistry
- Previous exposure to multi-national parties is a plus.
- Flexibility to travel as business need emerges.
- Enthusiasm for working directly with customers, and building a deep understanding of what makes their tools work.
- In this multi-disciplinary position, best candidates are expected to be outspoken, creative, able to communicate with cross-functional teams, and customer-oriented.
When joining our team:
- You will be surrounded by smart, hard-working & caring people.
- You will work in a professional & friendly environment.
- You will feel proud of the work you do everyday.
- You will experience a truly supportive team culture.
- You will be part of a unique, dynamic, growing, & cutting-edge company.
- You will have the chance to make a difference & positively affect lives
