Account Service Manager- Toronto (CN Bilingual)

Geek+ is a global leader in robotic solutions for logistics. We develop Autonomous Mobile-Robot (AMR) solutions to realize flexible, reliable, and highly efficient automation for warehouses and supply chain management by automating various laborious tasks like picking, moving, and sorting. We've led the global AMR market share for three consecutive years, being declared the world's no.1 AMR leader. (Source: Interact Analysis). The North American headquarters in Atlanta, Georgia will continue to power our growth in Canada, United States and Mexico.

To meet the demand for its solutions we are looking to add a talented and driven Service Project Manager to our team. 

Life at GeekPlus

Plain and simple, we’re a team of geeks who love technology and teamwork. We work together to meet any customer needs; we celebrate our wins and learn from our misses. The only thing better than seeing customer operations improved by our technology, is seeing it happen at scale! We are biased to action, getting it done and thinking differently about how we apply technology. We support each other and we’re empowered to win. Our strength comes from our different backgrounds and perspectives.

Responsibilities: 

Customer Interaction:​

• Respond to customer inquiries via phone, email, or chat. Provide prompt and accurate information regarding services, product functionality, new requests and troubleshooting. ​
• Serve as the first tier of response to customer escalations (S1 S2) and complaints. Drive continuous improvement in the service level provided to customers.​
• Support customers on various project requests, such as spare part demands. Offer prompt services to customers and manage business processes accordingly.​
• Provide customers a smooth communication channel, ensure projects and customers’ requirements are met, and deliver service products that create value for customers and Geekplus. ​

Issue Resolution:​

• Act as the first line of defense in communication with customer issues. Monitor and drive project issue closure, lead regular reviews with customers.​
• Escalate complex problems to the relevant technical teams while maintaining communication with the customer.​
• Efficiently manage and document service tickets. Track the status of open tickets and follow up with customers and internal teams as necessary.​

Feedback and Reporting:​

• Collect customer feedback and report on common issues or potential improvements. Collaborate with technical and development teams to enhance product functionality and customer experience.​
• Monitor Project Service Coverage % (Out of Service %) through regular catchup meetings, post-mortem reviews, and lessons learned sessions.​
• Help draft RCA and CR documents by gathering information from the technical support team, IT operations, and system engineering team. Ensure issue resolution through obtaining RCA and CR signatures from all parties.​
• Host RCA and CR meetings with customers to discuss and ensure thorough understanding and agreement. Track deliverables to ensure timely completion and resolution of issues. ​

Team Collaboration:​

• Work closely with sales, technical support, and operations teams to provide cohesive customer support.​
• Contribute to team meetings and share insights on customer interactions and trends.​
• Explore new service product opportunities with HQ Services.​

Financial Management:​

• Own the profit and loss of accounts/projects/customers/programs, managing income and cost to drive departmental revenue and profit.​
• Promote service sales, including but not limited to: service parts, annual service products, system change requests, system improvements, and on-demand services.​
• Ensure order delivery, invoicing, and track payment collections.​
• Manage order tracing, revenue quota, and ensure accurate tracking and follow-up.​
  
  
  

Qualifications:

• Minimum 2 years in customer service, preferably in a technical, engineering, software or automation-related field.      
• Strong communication and interpersonal skills.      
• Ability to diagnose and resolve basic technical issues.      
• Familiarity with Ticket systems and practices.      
• Customer orientation and ability to adapt/respond to different types of characters. 
• Bilingual in both Chinese and English. 
  

GeekPlus is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation