Customer Service Engineer - Concrete Careers

Title: Customer Service Engineer

Location: Remote

Key Responsibilities:

Customer Onboarding:

• You will work with ready-mix producers to onboard them onto product.This means you’ll be working with them to set business parameters to active the software, guiding producers on the data required to power-up key dashboards, and help them troubleshoot data issues.
• You will work with your software engineering colleagues to identify any technical onboarding issues that require their intervention.You will be a key point of contact for customer communications and will be highly responsive and engaged.
• Query data from various sources, including server-based databases, API-connected third-party applications, and Power BI.
• Review and analyze data against pre-set business logic rules using both automated and manual processes.
• Manually review data for exceptions, checking against known business parameters, and applying basic knowledge of the ready-mix business to identify outliers and inconsistencies.
• Generate exceptions reports to highlight known and potential data issues, troubleshooting to determine whether these issues stem from poor source data or incorrect calculations and transformations within the application.

Software Demos and Customer Presentations:

• You will support our sales team by delivering software demonstrations of product analytics that showcase your knowledge of the ready-mix business, how to apply analytics to uncover business opportunities, and your communication skills.
• You will be actively engaged in customer software trials and will participate in user requirements workshops, prepare sessions to present product capabilities that align to requirements, and document any new requirements for new dashboards or feature enhancements.
• Based on knowledge of ready-mix dispatch, sales, management, quality control and batch plant operations, create customer-facing presentations which emphasize key data issues arising from known or likely operational issues and areas of improvement.

Training and adoption:

• You will deliver customer training across product dashboards.Your mission will be to help our users become autonomous and make the most of the software.
• You will help customers interpret the data identified by product and encourage them to act by developing and reviewing insights for ready-mix and batch plant customers, providing insight into areas of opportunity and improvement within the operation
• You will have access to customer usage statistics and will also be assigned a group of customers which you will get to know.You will work with these customer to identify opportunities for them to use more features in the product, use new dashboards, or use the software more frequently.Your mission is to drive adoption by helping the producer drive more outcomes in their business.If they win, then we win.

Additional Responsibilities:

• Export and manipulate queried data into report formats for in-depth analysis.
• Develop and write rules for automated data analysis.

Experience/Education:

• Associate’s degree in engineering sciences, or similar education
• Must have prior experience in the ready-mix industry ideally in direct supervision of operations, dispatching, batching, sales, or quality control.
• Experience with querying, curating, and presenting data for analysis.
• Experience analyzing data for trends and exceptions.
• Experience reviewing and interpreting profit and loss statements related to batch plant or ready-mix operations.

Skills:

• Advanced customer service communication capabilities.
• Strong analytical skills and a data-driven mindset.
• Excellent mathematical reasoning abilities.
• Ability to quickly learn and grasp new concepts.
• Hands-on experience building reports and analysis in Excel or ideally with data analysis tools such as Power BI and Databricks (or similar) is an asset.
• Proficiency in Excel is essential
• Hands on experience using tools like CRM or Ticketing