Technical Onboarding Specialist

Job description

Globally, 300 million industrial electric motors power the global economy while consuming 30% of all energy produced. These motors face three critical problems: they fail unexpectedly, are often operated inefficiently, and selected inadequately. This leads to high costs of unplanned downtime and massive energy waste. 

At Samotics, we are passionate about solving these problems with a unique, AI-driven solution that lets industrial companies reduce downtime and cut back on their energy usage. Our unique technology is used by many of the most successful and innovative industrial companies. 
We are a high-growth company (>100% revenue growth per year) with a diverse, international team working out of our brand-new office in Leiden, The Netherlands. We aim to hire only the very best talent that can scale with us as we deploy our technology across the globe.

 

For whom

You are a recent (engineering) graduate with 0 - 2 years of work experience after receiving your degree. You are looking for a customer-facing role in a fast-growing tech company where you combine industrial tech with hard- and software. You have great interpersonal and project management skills, and you want to support our customers on a daily basis. 

 

The Customer Onboarding team

The Customer Onboarding team consists of a team lead and several Technical Onboarding Specialists with diverse educational and cultural backgrounds. The team plays a crucial role in the customer journey and works closely together with the Customer Success, Sales, and Product Development organization to ensure an exceptional customer journey. The team is the first point of contact for customers, installation parties, and internal stakeholders for any technical installation and project management questions.

 

What you will do

The Technical Onboarding Specialist is focused on making implementation projects for our new customers run smoothly - from relatively small pilot deployments that are completed within a couple of weeks to large-scale roll-outs that run over a period of a year or longer. Managing the installation process, continuously improving, and building relationships with our customers are therefore key aspects of this role. 

 

You will be responsible for the entire installation and onboarding process; from the kick-off meeting and first installation training to the validation of installed hardware and successful handover to our Customer Success Management team. You’ll maintain the day-to-day contact with the installers at the customers’ sites, obtaining all relevant information, developing and communicating the installation planning, and ensuring progress through excellent communication and problem-solving skills.

 

More specifically, your most important responsibilities will include:

  • Ensuring our customers have an excellent onboarding experience by unburdening them throughout the installation process;

  • Installation project planning and management: prepare meetings, guard timelines, collect information, monitor site surveys, guide installations, and onboarding;

  • Provide technical troubleshooting assistance when questions or issues arise (e.g. hardware incorrectly installed, insufficient connectivity)

  • Regular contact with all parties involved (Customer, installation parties, Customer Success Managers, Business Development Managers) to ensure correct and successful implementation of our product;

  • Working on continuous improvement projects: identify and work on areas where we can improve that positively impact our product, our customers, the team, and the entire Samotics organization;

Requirements

Required skills and experience for this role are:

  • A Bachelor (of applied science) or Master Degree; a degree in Engineering (e.g. electrical, mechanical, software) is helpful, but not required;

  • Recently graduated (or about to graduate) with a maximum of 2 years of (relevant) working experience after graduation;

  • Fluency in English;

  • Strong capabilities in project management: manage complex timelines, interdependencies, and stakeholders all at once;

  • Great communication and stakeholder management skills;

  • Eye for detail, while still being able to keep the bigger picture in mind;

  • Having a “Customer first attitude”.


Our offer to you

  • You will have the opportunity to work in a fast-paced environment with (international) top-tier customers;

  • You will be joining a high-caliber team that is passionate about technology and its applications in the industry;

  • A great place to start your career within Samotics, with many who previously worked in this role having transitioned into other parts of the company;

  • A competitive salary

  • Flexibility to work from home 2-3 days a week

  • A brand-new, custom-designed office (with 90% recycled materials) at a three-minute walk from Leiden Central Station

  • Daily fresh lunches and healthy snacks when working in the office

  • A fun and professional company culture based on the principle of freedom and responsibility

  • Employer-funded pension with no contribution from the employee

  • Travel expenses (NS business card)

  • Connectivity allowance of EUR 65 per month


Please note that for this role we can only hire people with an EU passport or those eligible for a partner or “search year” visa in the Netherlands.