Field Support Representative

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

• 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
• This role may require flexibility to work during weekends or outside standard business hours to meet project deadlines, respond to urgent needs, or support essential business operations.

Benefits

• Medical Insurance: Comprehensive health insurance plans covering a range of services
• Saronic pays 100% of the premium for employees and 80% for dependents
• Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care
• Saronic pays 99% of the premium for employees and 80% for dependents
• Time Off: Generous PTO and Holidays
• Parental Leave: Paid maternity and paternity leave to support new parents
• Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses
• Retirement Plan: 401(k) plan
• Stock Options: Equity options to give employees a stake in the company’s success
• Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage
• Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

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)

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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.