Technical Customer Support Manager jobs in San Francisco, CA

Location: San Francisco Bay Area

Salary: $90,000/yr

Permanent

Technical Customer Support Specialist

$90,000 Base Additional Benefits

Robot Manufacturer (Food & Beverage Industry)

San Francisco, California

The Company

Founded in the 2010s, this robot manufacturer is looking to revolutionize a variety of industries, including food, transportation and manufacturing. Starting with the Food & Beverage industry, the organisation is challenging food assembly processes globally, with the team coming from companies, including Google, Meta, Tesla and Amazon Robotics.

Following a 10x growth rate over the last 2 years, the company is set to rapidly expand their operations in the US.

Role Summary

As a Technical Customer Support Specialist, you will act as the main point of contact for deployed robots at client sites, delivering outstanding support to the company’s customer base.

This includes helping customers directly over the phone and via messaging apps like Slack, as well as indirectly by conducting in-office testing for enhancements and reproducing bugs from the field. It also includes offering onsite training, onsite testing of new configurations, software updates, maintenance, and repairs.

Responsibilities

• Respond to daily support queries from customers. You may troubleshoot them remotely, send in outside professionals, or take care of problems on-site.
• Visit client locations in the Bay Area on a regular basis to stay in touch with customer colleagues who work directly with the robots, observe and provide recommendations for operational improvements, and teach the customer team about robot best practices.
• To assist customer operations, conduct testing at client locations and the company’s HQ. This involves testing newly released software, developing new technology, and creating meals and ingredients just for certain customers.
• Keep track of all communications with customers, repairs, and assistance requests – Completely report issues found in the field to the technical team, and work together to come up with a solution.
• Identify, discuss, and appropriately record product flaws, complaints, and enhancements.
• Organize your own, the vendor’s, and your teammates’ onsite schedules so that they meet client expectations.

Ideal Requirements

• 3 years’ field experience in Robotics, IoT or similar.
• Able to work a flexible schedule.
• Able to travel to customer sites 50% of the time.
• Strong communication skills, both written and verbal.
• Experience creating SOPs and checklists – Advantage
• Manufacturing Automation experience – Advantage
• Experience with troubleshooting/debugging multi-disciplinary systems – Advantage
• Proficiency in Spanish – Advantage