About the job
Saronic Technologies is at the forefront of maritime innovation, committed to enhancing sea autonomy with cutting-edge solutions that empower maritime operations through intelligent and autonomous platforms.
Job Summary
We are looking for a dedicated Field Support Representative to become a vital part of our team, delivering on-site technical support and assistance to our Department of Defense (DoD) partners and clients. This role entails regular travel to customer sites.
Responsibilities
On-Site Technical Support: Deliver comprehensive on-site technical assistance during product integration, installation, commissioning, and daily operations. Troubleshoot and resolve intricate technical challenges associated with our autonomous surface vessels, systems, and software.
System Integration: Partner with clients to effectively integrate our autonomous surface vessels into their current systems and infrastructures, ensuring seamless interoperability and compatibility. Support system-level testing and validation processes.
Customer Training and Documentation: Lead training sessions and workshops to educate clients on operating, maintaining, and troubleshooting our products. Create training materials, user guides, and technical documentation to enhance knowledge transfer and promote best practices.
Remote Support and Troubleshooting: Offer remote technical assistance utilizing various communication tools and remote access capabilities. Diagnose issues, guide users through resolutions, and escalate complex problems to the relevant teams for further investigation.
Field Testing and Validation: Engage in field testing and validation activities at client sites. Collect performance data, assess outcomes, and provide insights to engineering and design teams. Collaborate with cross-functional teams to resolve identified issues and implement necessary enhancements.
Customer Relationship Management: Cultivate strong relationships with partners and clients by providing outstanding technical support and facilitating effective communication. Understand their needs, gather feedback, and advocate for their requirements within the organization. Serve as a technical liaison between customers and internal teams.
Continuous Improvement: Identify opportunities for process enhancements and contribute to ongoing improvement initiatives.
