Field Support Representative

Job Description

Job Description

Saronic Technologies is a leader in revolutionizing autonomy at sea, dedicated to developing state-of-the-art solutions that enhance maritime operations through autonomous and intelligent platforms.

Job Overview

We are seeking a Field Support Representative to join our team, specializing in providing on-site technical support and assistance to our DoD partners and customers. This role requires frequent travel to partner and customer locations.

Responsibilities

• On-Site Technical Support : Provide on-site technical support and assistance to partners and customers during product integration, installation, commissioning, and ongoing operations. Troubleshoot and resolve complex technical issues related to our autonomous surface vessels, systems, and software
• System Integration : Collaborate with partners and customers to integrate our autonomous surface vessels into their existing systems and infrastructure. Ensure seamless interoperability and compatibility between our products and their operational environment. Support system-level testing and validation activities
• Customer Training and Documentation : Conduct training sessions and workshops to educate partners and customers on the operation, maintenance, and troubleshooting of our products. Develop training materials, user guides, and technical documentation to facilitate knowledge transfer and best practices
• Remote Support and Troubleshooting : Provide remote technical support to partners and customers, leveraging communication tools and remote access capabilities. Diagnose and troubleshoot issues, guide users through problem resolution, and escalate complex issues to the appropriate teams for further investigation
• Field Testing and Validation : Participate in field testing and validation activities at partner and customer locations. Collect data, assess performance, and provide feedback to the engineering and design teams. Collaborate with cross-functional teams to address any identified issues and implement necessary improvements
• Customer Relationship Management : Build strong relationships with partners and customers by delivering exceptional technical support and fostering effective communication. Understand their needs, gather feedback, and advocate for their requirements internally. Act as a technical liaison between partners / customers and Saronic internal teams
• Continuous Improvement : Identify opportunities for process improvements and product enhancements based on customer feedback and on-site experiences. Collaborate with internal teams to implement changes and contribute to the ongoing improvement of our products and services
• Travel Management : Coordinate travel logistics and scheduling for on-site visits. Ensure timely and efficient travel arrangements, including transportation, accommodation, and necessary equipment

Qualifications

Benefits

This role requires access to export-controlled information or items that require “U.S. Person” status. As defined by U.S. law, individuals who are any one of the following are considered to be a “U.S. Person” : (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3) .

Saronic does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.