Service Project Manager - Toronto

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:

Respondtocustomerinquiriesviaphone,email,orchat.Providepromptandaccurateinformationregardingservices,productfunctionality,newrequestsandtroubleshooting.

Serveasthefirsttierofresponsetocustomerescalations(S1S2)andcomplaints.Drivecontinuousimprovementintheservicelevelprovidedtocustomers.

Supportcustomersonvariousprojectrequests,suchassparepartdemands.Offerpromptservicestocustomersandmanagebusinessprocessesaccordingly.

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:

• Proven experience 3-5 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 Chinese and English.
  

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