Account Service Engineer - Toronto (CN Bilingual)

Job Description

Job Description

Job Description

Salary:

Geek+ is a global leader in robotic solutions for logistics. We develop Autonomous Mobile-Robot (AMR) solutions to realize flexible, reliable, and highly efficient automation for warehouses and supply chain management by automating various laborious tasks like picking, moving, and sorting. We've led the global AMR market share for three consecutive years, being declared the world's no.1 AMR leader. (Source: Interact Analysis). The North American headquarters in Atlanta, Georgia will continue to power our growth in Canada, United States and Mexico.

To meet the demand for its solutions we are looking to add a talented and driven Service Project Manager to our team.

Life at GeekPlus

Plain and simple, were a team of geeks who love technology and teamwork. We work together to meet any customer needs; we celebrate our wins and learn from our misses. The only thing better than seeing customer operations improved by our technology, is seeing it happen at scale! We are biased to action, getting it done and thinking differently about how we apply technology. We support each other and were empowered to win. Our strength comes from our different backgrounds and perspectives.

Responsibilities:

CustomerInteraction:

Respond to customer inquiries via phone, email, or chat. Provide prompt and accurate information regarding services, product functionality, new requests and troubleshooting.

Serve as the first tier of response to customer escalations (S1 S2) and complaints. Drive continuous improvement in the service level provided to customers.

Support customers on various project requests, such as spare part demands. Offer prompt services to customers and manage business processes accordingly.

Providecustomersasmoothcommunicationchannel,ensureprojectsandcustomersrequirementsaremet,anddeliverserviceproductsthatcreatevalueforcustomersandGeekplus.

IssueResolution:

Actasthefirstlineofdefenseincommunicationwithcustomerissues.Monitoranddriveprojectissueclosure,leadregularreviewswithcustomers.

Escalatecomplexproblemstotherelevanttechnicalteamswhilemaintainingcommunicationwiththecustomer.

Efficientlymanageanddocumentservicetickets.Trackthestatusofopenticketsandfollowupwithcustomersandinternalteamsasnecessary.

FeedbackandReporting:

Collectcustomerfeedbackandreportoncommonissuesorpotentialimprovements.Collaboratewithtechnicalanddevelopmentteamstoenhanceproductfunctionalityandcustomerexperience.

MonitorProjectServiceCoverage%(OutofService%)throughregularcatchupmeetings,post-mortemreviews,andlessonslearnedsessions.

HelpdraftRCAandCRdocumentsbygatheringinformationfromthetechnicalsupportteam,IToperations,andsystemengineeringteam.EnsureissueresolutionthroughobtainingRCAandCRsignaturesfromallparties.

HostRCAandCRmeetingswithcustomerstodiscussandensurethoroughunderstandingandagreement.Trackdeliverablestoensuretimelycompletionandresolutionofissues.

TeamCollaboration:

Workcloselywithsales,technicalsupport,andoperationsteamstoprovidecohesivecustomersupport.

Contributetoteammeetingsandshareinsightsoncustomerinteractionsandtrends.

ExplorenewserviceproductopportunitieswithHQServices.

FinancialManagement:

Owntheprofitandlossofaccounts/projects/customers/programs,managingincomeandcosttodrivedepartmentalrevenueandprofit.

Promoteservicesales,includingbutnotlimitedto:serviceparts,annualserviceproducts,systemchangerequests,systemimprovements,andon-demandservices.

Ensureorderdelivery,invoicing,andtrackpaymentcollections.

Manageordertracing,revenuequota,andensureaccuratetrackingandfollow-up.

Qualifications:

• Minimum 2 years in customer service, preferably in a technical, engineering, software or automation-related field.
• Strong communication and interpersonal skills.
• Ability to diagnose and resolve basic technical issues.
• Familiarity with Ticket systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Bilingual in both Chinese and English.
  

GeekPlus is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation