Field Product Specialist
We are Brain Corp and we enable smarter operations. We set out to create the most intelligent tools ever, and now we power the world’s largest fleet of robots operating in commercial public spaces. By injecting intelligence into our customers' operations, we transform manual operations into automated workflows, making the lives of people safer, easier and more productive. Our robots are running around thousands of stores, schools, warehouses, hospitals, offices, airports and more, solving practical challenges with revolutionary solutions. For more information on how we are turning robots into tools that serve a purpose and to learn how you can become a brainiac, please visit: https://www.braincorp.com/.
As a member of the Program Operations team, the Field Product Specialist is responsible for overseeing the initial placement, and at times continued success, of Brain Corporation's autonomously driven robotic products within our various customer locations throughout the United States as well as some international locations. This position will also be responsible for site deployments that will include installation of machines sold to customers, walkthroughs for site assessments, as well as support for New Product Development (NPD) in the field. Other tasks include support for Support for Demos/Pilots and Account Management, Technical Support, Assist Monitoring. These tasks include visiting customer sites, frequently working with robots, training end users, tracking robot movement through the store, downloading data and returning site information to Brain Corporation offices.
Essential Job Functions:
- Be the Subject Matter Expert (SME) on the operation, hardware, software, utilization, operating environments, deployment, and application of all company products.
- On-site point of contact for conducting product demonstrations and data collection.
- Support in geographical regions.
- Activate new customer locations both virtually (primarily) and on-site (secondarily).
- Participate in Pilot programs (on-site feedback, testing, monitoring, reporting, etc.).
- Assist in creation and editing of internal processes and reporting tools,
- Provide on-site customer feedback to internal Brain teams.
- Communicate to a wide audience of varying technical knowledge the features, functions and operation of all company products, including how, why, and where a product should be utilized.
- Communicate knowledge and experience with actual operating environments to other Brain team members in order to improve product performance, analyze operational data and evaluate the need for new functions, features and products.
- Troubleshoot and fix product hardware/software issues while in the field.
- Provide clients and internal staff with training.
- Provide excellent customer service and response times to client needs.
- Follow Brain Corp Standard Operating Procedures (SOPs).
- Build strong relationships between Customer and Brain Corporation.
- Create, edit, monitor, and implement robotic cleaning and scanning routes.
- Analyze customer environments, establish workflow procedures to develop routes, and operating plans that maximize utilization and provide as close to trouble-free operation as possible.
- Provide site summary reports
- Support Brain Corp teams by collecting field data through software, hardware, and other testing methods.
- Perform other support duties as assigned, such as responding to customer service inquiries, monitor robot performance, and related customer success projects.
Education and/or Work Experience Requirements:
- Associates Degree; Bachelor’s degree in a STEM discipline a plus.
- 3-5 years of experience working with customers in a technical/field or customer service role is preferred and will be considered in place of degree requirements.
- Proficiency in English verbal and written skills required. (Proficiency in Spanish is a plus)
- Experience with Microsoft and G-suite (Google) applications.
- Must be able to present a professional appearance with customers.
- Reliability, dependability, and flexibility with changing customer requirements required. Must be a self-starter and detail oriented.
- Valid drivers’ license without restrictions that would prevent you from performing your work duties.
- Ability to travel throughout North America regularly (75% travel).
Things that make a difference:
- Ability to speak a foreign language
- Experience in robotics, specifically autonomous mobile robots operating in public environments
- Experience with Linux, ZenDesk, Confluence, Data Reporting (SQL, Tableau, PowerBI, Grafana, Google Big Query, etc.)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for long periods of time; operating a computer and keyboard; talk and hear at normal room levels; using hands to finger, grasp, and feel; repetitive motion; close visual acuity to prepare and analyze data and figures; transcribing; viewing a computer terminal; extensive reading; lift, push, carry, or pull up to 50 pounds. Work often requires the uncrating of robot products to include floor cleaning scrubbers and other machinery.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet to moderate. Sound level may be elevated at times at customer locations.
Employees are exposed to the typical office environment with computers, printers and telephones but also expected to travel to customer locations which include retail stores and warehouses. The installation, setup and testing of our product can occur during business off-hours. Able to travel up to 75% is required.