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Customer Field Support Leader
Confirmed live in the last 24 hours
Locations
Vancouver, BC, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • Ability to apply independent judgment to identify and resolve problems. This includes setting and prioritizing goals with minimum supervision and leading customer satisfaction with minimum vehicle downtime
  • Analytical approach to problem solving, while managing multiple issues at one time and adjust to rapidly changing priorities and schedules
  • Ability to translate own expertise in a practical and easily implementable way with maximum impact using the minimum of resources or formal processes
  • Knowledge of principles and processes for providing superior customer service
  • Excellent verbal and written communication skills to effectively work with a wide range of stakeholders including customers, dealerships, body builders, sales & marketing, engineering, manufacturing and supply chain
  • Expected to learn and master:
  • Advanced knowledge of electric mobility including components like high voltage batteries and systems like cutting edge control technology, automotive systems and troubleshooting procedures
  • Understand and assess our internal operating systems using Motiv proprietary computer software
  • Able to analyze complex, terabyte vehicle data logs to determine and identify issues with sub systems under challenging timelines
  • Excellent verbal and written communication skills
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail
  • Proactive and independent with the ability to take initiative
  • Excellent time management skills with a proven ability to meet deadlines
  • Ability to work with minimal supervision while producing high quality output in timely manner
  • Ability to function well in a high-paced and at times stressful environment
  • High level of accuracy; ability to work with tight schedules and ambiguity in startup environment
  • Proficient with Microsoft Office Suite or related software
  • Associates or bachelor's degree in a technical, science or engineering field
  • 3-5 years' experience working with relevant technologies
  • Experience with Controller Area Networks (CAN)
  • Knowledge of high voltage electrical systems
  • Strong knowledge of automotive product development systems and design disciplines
  • Excellent written & oral communication skills - ability to present to wider audiences
  • Prolonged periods of sitting at a desk and working on a computer
  • Must be able to lift up to 15 pounds at times
  • $63,000.00 - $113,000.00 CAD (Salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education and training.)
Responsibilities
  • Adapt with imagination, creativity and talent to independently assess, diagnose and resolve complex customer and vehicle issues
  • Maintain strong relationships with new and existing customers
  • Be proficient with computer skills and be capable of learning new, cutting edge Motiv or other IP based software systems including ERP/MRP, diagnostics and advanced engineering schematics
  • Influence, manage and coach team members, while providing constructive feedback for cross-functional improvements in processes and procedures
  • Understand the complete vehicle at a systemic and component level in order to effectively and efficiently deliver field support activities to perform root cause analysis and troubleshoot Motiv vehicles
  • Utilize remote monitoring system data for periodic log reviews, and to identify possible performance related concerns as well as to study vehicle utilization and suggest improvements
  • Participate in Motiv quality programs and take an appropriate level of responsibility for quality goals and proper quality documentation of any failures
  • Deliver customer driver and maintenance training in addition to technical support for sales and marketing efforts
  • Travel as required for initial training and to ensure Support Team goals and customer requirements are met
Motiv Power Systems

51-200 employees

Company Overview
Motiv provides electric powered intelligent chassis & software solutions for cost effective, reliable, class 4-7 commercial vehicles.