Field Support Representative

Job Summary

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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Coordinate travel logistics and scheduling for on-site visits.

Qualifications

• Bachelor's degree in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field. Advanced degree preferred.
• Minimum of 3 years of experience in a field support or customer-facing technical role, preferably with complex hardware or software systems.
• Strong technical knowledge of autonomous systems, robotics, or marine vessels, including their integration, operation, and troubleshooting.
• Excellent problem-solving and analytical skills, with a track record of diagnosing and resolving complex technical issues in real-world environments.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Customer-oriented mindset with a passion for delivering exceptional support and building long-term relationships with partners and customers.
• Willingness to travel frequently to partner and customer locations, both domestically and internationally, as required.
• Familiarity with remote support tools and troubleshooting methodologies.
• Valid driver's license and willingness to operate company vehicles or rental cars as needed.

Benefits

• Medical Insurance: Comprehensive health insurance plans covering a range of services.
• Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care.
• Saronic pays 100% of the premium for employees and 80% for dependents.
• Generous PTO and Holidays.
• Paid maternity and paternity leave to support new parents.
• Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses.
• 401(k) plan.
• Stock Options: Equity options to give employees a stake in the company’s success.
• Basic life insurance and short- and long-term disability coverage.
• Free lunch benefit and unlimited free drinks and snacks in the office.