Location preference: Bordeaux.

As the Technical Customer Success Manager (TCSM) at Carbon Robotics you are responsible for ensuring customer success via successful implementation and maintenance of Carbon Robotics Equipment. This includes training of operators, equipment supervisors or farm managers by making usage recommendations based on agronomic knowledge and implementing set up. In the post implementation stage you are responsible for customer machinery preventative maintenance and repairs. You will ensure continued customer satisfaction post delivery by establishing a trustworthy relationship. Other responsibilities will include acting as a liaison to engineering and product departments by communicating customer wishes and complaints, equipment performance and pain points or bottlenecks.`

Duties & Responsibilities:

• Deliver efficient field support to customers using Carbon Robotics equipment to include verifying machines operating at peak efficiency by proper calibration, monitoring, and regular preventive maintenance service that will be performed in both indoor and outdoor environments. 
• Serve as the point of contact for assigned accounts by training operators and all farm personnel required to successfully implement the use of Carbon Robotics equipment to growers.
• Logging, documenting and communicating customer experience and pain points to engineering and product teams.
• Quickly respond to customer concerns and identify the issue(s), in collaboration with other Carbon Robotics departments/teams. 
• Willingness to travel to customer locations is expected to be greater than 50% of the time in peak seasons.
• Overseeing and management of service tickets for service territory.
• Exercise safe working practices and procedures at all times.
• Participate in the rotation of weekend on-call duties and after-hours phone support.
• Demonstrates work cleanliness.
• Maintain all company property, including service truck, tools, laptop, Ipad, and safety equipment in good working condition.
• Build strong cross-functional relationships with customers and teams within Carbon Robotics.
• Attend in person or virtual FRE related meetings with other service team members to stay current with the Carbon Robotics Ops team agendas. 
• Support demonstration and  implementation activities.
• Collect and upload data to assist with model labeling.
• Attend online or in person refresher training classes to promote continuous improvement of technical and non-technical skillsets.
• The ability to learn and teach every facet of usage of equipment, from transportation, maintenance to field utilization and operation.
• In addition to the duties listed above, the position holder must carry out tasks assigned by their supervisor that are essentially related to their duties.

Ideal Knowledge, Skills, and Abilities:

• Ability to diagnose problems with equipment or machinery 
• Strong mechanical and electrical aptitude with the ability to troubleshoot mechanical and electrical problems
• Ability to remain calm, composed, and articulate when dealing with difficult customer situations
• Excellent relationship management, customer service, and communication skills
• Desire for solving customer issues and advocating for their success in a fast-paced and unstructured environment
• Ability to lift up to 55 pounds
• Trailer towing experience preferred but not required
• Valid driver’s license required
• Verbal and Written English literacy required and bilingual requirements are regionally preferred.