We are looking for an experienced Head of Application Engineering and Customer Onboarding to join our growing company and manage the existing team, plus strategically grow the Customer Success department. You will be working with a talented and motivated team of Sales Application Engineers who are responsible for supporting and growing our customer base. Your job will include:

• Optimize and manage technical customer success.
• Experience as a field-based robotics and/or machine vision application engineer.
• Manage Customer onboarding experience.
• Manage process for customer requests.
• Manage timely support.
• Managing the process of robotic vision system implementation
• Continuous development of help and support articles and videos and keeping them updated.
• Define KPIs and continuously track them to ensure the above process is working. Provide regular reports to CEO.
• Design the most efficient team structure based on the above and hire the required people to deliver the results and support the company’s customers all around the world.
• Develop and suggest new metrics as the company’s business evolves to maintain customer satisfaction at the highest level possible.

Basic qualifications

• Bachelor’s degree in Engineering or related field.
• 5+ years of experience in technical customer success.
• 3+ years of experience in building and managing technical customer success teams.
• 3+ years experience with field-based robotic and/or machine vision installations.
• Strong communication skills
• Hands on expertise in using MS Office and project management and ticketing platforms.
• Strong analytical skills to analyze data and make informed decisions.
• Ability to build strong relationships with customers and other teams within the company.
• Ability to travel internationally.

Desirable qualifications

• Experience working in the same role in startup companies supporting new and innovative services and/or products.
• Experience in Industrial Automation, Automotive industrial manufacturing, Computer Vision or similar