Customer Service Representative (Technical)

Marine Thinking is seeking an individual looking to join an agile, dynamic, and motivated team in the ocean artificial intelligence (AI) and robotic technology industry. Our technology aims to help protect the environment by supporting the sustainable development of the marine industry. We are looking for a Customer Service Representative with technical knowledge to closely collaborate with customers, addressing any concerns and inquiries regarding our products.

Key Responsibilities:

1. After-Sales Support: Collaborate closely with customers, addressing their concerns and inquiries regarding product features, warranties, and service contracts. Ensure high customer satisfaction by delivering excellent customer service throughout the entire after-sales process.

2. Provide Technical Support: Offer prompt and accurate technical assistance to customers via phone, email, or other communication channels. Troubleshoot and resolve minor technical issues related to our Smart Plant SystemTM (SPSTM) and Uncrewed Surface Vessels (USVs) solutions, demonstrating in-depth knowledge of their operation and functionalities.

3. Coordinate with Technical Team: Act as a liaison between customers and the technical team, conveying complex issues and facilitating efficient communication. Collaborate with the technical team to devise effective solutions and ensure timely resolution of technical problems.

4. On-Site and Remote Troubleshooting: Travel to customer sites as needed to perform on-site troubleshooting, installations, and other support services. Additionally, utilize remote troubleshooting tools and techniques to diagnose and resolve issues remotely when feasible.

5. Product Line Expertise: Develop a deep understanding of our SPSTM and USVs product lines, staying up-to-date with the latest features, enhancements, and technical specifications. Use this knowledge to provide accurate guidance, recommendations, and solutions to customers.

6. On-Site Training: Conduct on-site training sessions for customers to ensure proper understanding and utilization of our systems and solutions. Work with the technical team to develop training materials and documentation to facilitate effective knowledge transfer. Tailor training programs to meet specific customer needs and address any operational challenges they may encounter.

7. Technical Documentation: Assist in the creation and maintenance of technical documentation, including user manuals, troubleshooting guides, and FAQs. Ensure the accuracy and clarity of documentation to empower customers to resolve issues independently when possible.

8. Establish Customer Support Team (Senior Position): Take the lead in setting up the customer support team as the company grows. Define the structure, roles, and responsibilities of the team members based on the company's requirements and customer support needs.

Requirements:

1. At least 3 years of Customer Service Experience: Demonstrate a proven track record in a customer service role, preferably with a technical component. Prior experience in providing support for complex products or equipment is advantageous.

2. Technical Background Preferred: We highly value candidates with a technical background in the fields of robotics, marine engineering, electrical engineering, or a related discipline.

3. Troubleshooting Skills: Exhibit excellent problem-solving abilities, with a focus on identifying and resolving technical issues efficiently. Proficiency in analyzing and diagnosing problems related to hardware, software, and system integration is essential.

4. Communication and Coordination: Possess exceptional communication skills, both written and verbal. Strong interpersonal skills are necessary to effectively collaborate with customers and cross-functional teams, translating technical concepts into easily understandable language.

5. Flexibility and Adaptability: Display a flexible mindset and adaptability to work in a fast-paced, dynamic environment. Willingness to travel for on-site support and availability for occasional weekend or after-hours support is required.

6. Organizational Skills: Exhibit excellent organizational skills, with the ability to prioritize tasks and manage multiple assignments simultaneously. Attention to detail is crucial for accurately documenting customer interactions, troubleshooting steps, and resolution outcomes.

Our company offers a competitive compensation package, a comprehensive benefits program, and the chance to work on exciting, cutting-edge technology in the rapidly expanding field of autonomous systems.

We thank all applicants for their interest, but only those selected for an interview will be contacted.

Job Type: Full-time

Salary: $35,000.00-$50,000.00 per year

Benefits:

• Dental care
• Paid time off

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Halifax, NS B3H 4N4: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Call center: 1 year (preferred)
• Customer service: 1 year (preferred)

Shift availability:

• Day Shift (preferred)

Work Location: In person

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