Head of Customer Experience and Support
Advanced Navigation
Customer Service
Sydney, NSW, Australia
Posted on Nov 11, 2024
Advanced Navigation is the world’s most determined innovator in AI robotics and navigation technologies across land, air, sea and space applications. Founded on a culture of research and discovery, Advanced Navigation's mission is to be the catalyst of the autonomy revolution. Fields of expertise include artificial intelligence, underwater sonar, GNSS, radio frequency systems, inertial sensors, robotics, quantum sensors and photonics.
Today, Advanced Navigation is a supplier to some of the world's largest companies, including Airbus, Boeing, Google, Tesla, NASA, Apple, and General Motors. Discover it for yourself: https://youtu.be/F7uAqs1gtuk
Overview of the role
Our Customer Support team is focused on providing expert technical advice, problem analysis and application support to new and existing customers. This role will lead a team of technical support experts responsible for addressing customer inquiries, resolving technical issues, maintaining a positive relationship with our customers and supporting the sales process.
Beyond your responsibilities for managing our pre-sales and post-sales applications engineers, this position will play a key role in driving improvements to the customer experience. As Head of Customer Experience & Support, you will engage with leaders from across go-to-market as well as cross-functional partners to identify and implement initiatives which take the customer experience to the next level and ultimately improve net promoter score.
Role and Responsibilities
- Lead the global team of pre- and post-sales engineers to deliver impactful technical guidance in support of acquisition and expansion opportunities
- Manage the “proof of concept” motion to convert high-potential prospects to scaled customer relationships
- Collaborate with the Sales Team to qualify, develop, and execute technical solutions that meet and exceed customer application and opportunities
- Empower the team in researching, resolving and responding to a wide range of customer technical issues promptly and effectively
- Manage escalated technical issues, engaging with senior customer counterparts to resolve problems
- Lead and facilitate the RMA (Return Merchandise Authorization) process, ensuring efficient equipment returns and replacements from Head Office and supporting remote application engineers
- Develop of manage SLAs with key cross-functional partners in support of issue resolution and delivering high quality customer experiences
- Work closely with cross-functional partners to address the root cause of any hardware or software issues observed from customer cases
- Systems infrastructure: Continuously review and enhance the tools and processes used by the Support Team to deliver their work, developing more scalable and efficient ways to increase throughput and improve the customer experience
- Customer Relationship Management: Develop and nurture successful long-term relationships with our most critical customers to create a best-in-class customer experience, fostering loyalty and trust.
Qualifications and Experience
- Bachelor's degree in a related field ideally in Mechatronics or Engineering
- 5+ years experience leading Support / Application Engineering team for a hardware business
- Domain knowledge in Aerospace, Defence, Surveying, Autonomous vehicles/robotics and Maritime/subsea markets highly beneficial
- Demonstrated experience in Pre-Sales as well as Post-Sales is favorable
- Highly proficient with Salesforce / Service Cloud
- Deep understanding of the software/hardware development lifecycle
- An understanding of programming languages including Java, C, Python
- Dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
- Outstanding verbal and written communication skills
What are some of the benefits you will have access to?
You'll have access to industry-leading products with diverse applications within some of the most interesting and exciting projects worldwide. We’re growing a team of inspired, smart, and driven individuals from all sorts of backgrounds. With great opportunities for growth and variety, we strive to help each employee carve out the path that’s right for them.