What are the responsibilities and job description for the Deployment Service Engineer position at WHEEL?
Do you want to be at the forefront of innovation and join a fast-growing robotics company? Do you have a passion for providing top-notch technical support and ensuring customer satisfaction?
At wheel.me, we are on a mission to help people improve the way they live and work by enabling "everything" indoors to move effortlessly on smart wheels. We have invented the first and only autonomous wheel in the world, and now we want you to join our team. We are expanding and are currently in search of a skilled Deployment Service Engineer to provide exceptional technical support and ensure the smooth operation of our robotics solutions post-deployment. This role requires a unique combination of technical troubleshooting, customer interaction, and internal collaboration to deliver a seamless support experience. This is an in-office role, located in our Detroit office at Newlab @ Michigan Central.
What you will be doing at wheel.me :
- Provide remote technical support to customers via email, chat, and phone, ensuring timely resolution of issues.
- Perform troubleshooting of robotic solutions post-deployment to ensure smooth operations.
- Work closely with customers after deployment, including weekly check-ins, to maintain smooth operations and address any issues.
- Maintain and update maintenance logs for customers to ensure the availability of spare parts on-site.
- Manage and resolve support cases using Salesforce Service Cloud, documenting, tracking, and monitoring cases to ensure they are resolved promptly.
- Assist in creating and maintaining knowledge base articles and training materials for customers and partners.
- Ensure customer satisfaction by effectively communicating with customers and addressing their concerns and issues.
- Collaborate with deployment engineers and other teams to escalate and resolve issues, working directly with engineering teams to implement improvements based on customer feedback.
- Periodically assist with on-site deployments to maintain up-to-date knowledge of the system.
- Prioritize incoming support requests based on severity, frequency, and customer needs.
- Create and update bugs in Azure DevOps (ADO), following up with customers to ensure uninterrupted operations.
What you will need to bring to wheel.me :
What we offer :
Well? What are you waiting for? Send in your application!
Apply here or reach out to our HR Manager, Veronica Roberts
Department Deployment Locations Detroit
