Customer Service & Training Manager

About us:

Strategic Robotic Systems (SRS) is a small, dynamic engineering company that designs and manufactures sophisticated underwater robotic systems.  We are excited to be growing as a business and proud that our collaborative ethos has helped build systems which are world-leading in sectors including defence, scientific research, and commercial operations.  As part of General Oceans AS, we also enjoy being part of a global organization that has a passion for developing technologies that help keep our oceans healthy and secure. 

About the role:

The Training & Customer Service Manager will have responsibility for all aspects of ensuring SRS customers receive exceptional service, training, and response times for the support they need to successfully deploy and operate their systems. 

This role requires regular travel both nationally and internationally providing FUSION operator training courses to various Defense and Commercial clients.  In addition to providing hands-on operator training, this role will ensure our customers are supported and positioned for success. 

Training will often be conducted either in a team of two or independently; so, self-reliance and problem-solving skills, along with the ability to work methodically through challenges that arise, are critical to success.  This is a hands-on role that requires the willingness to execute work as an individual contributor, teach, and train others. 

This role will have further responsibility for managing any development projects that our customers wish to embark on with our systems; and will require an understanding of project management principles, attention to detail, and the ability to work across the organization to deliver the required outcomes. You will be responsible for all aspects of ensuring our customers are provided with the support they need to successfully deploy and operate their systems. This is a leadership position within the company, with a mix of hands-on customer training and in-house management.  

Job Responsibilities:

• Directs and oversees all aspects of customer service policies, objectives, and initiatives.
• Provide FUSION operator training, demonstrations, and support for new and existing SRS clients – this requires frequent national and international travel.
• In depth knowledge of the product, both technically and practically.
• Become qualified on all FUSION assemblies and serve as a force multiplier as needed in the Operations Department.
• Work with Engineering and Operations teams to ensure all training materials are up to date and include newer software and hardware capabilities as they are developed.
• Regularly interact with Defense and Commercial clients and be able to efficiently schedule and manage training plans and logistics.
• Provide in house FUSION operator training as needed.
• Operate SRS’ Rigid Hull Inflatable Boat (RHIB) and exercise the FUSION system in varying sea state and environmental conditions.
• Ensure that the company’s quality assurance program is adhered to by all team members.
• Develop training courses, customer support processes, and after after-market sales strategies.
• Support program management and the development of proposals, requirements analysis, technical bulletins, and application notes.
• Develops service level standards focused on reducing response times and providing high customer satisfaction.
• Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
• Implements systems to capture and report on service metrics, including any customer feedback or trends in product or service.
• Manages resource decision-making and planning.
• Aligns customer service activities and initiatives to support and enhance the objectives of the organization.
• Manages a departmental sub-function within a broader department function.
• Reports to top management.

What’s in it for me?

In addition to a competitive base salary pay you will be part of something meaningful and will have the opportunity to make tangible impact from day one.  You will be part of a highly engaged team and growing company who simply love what they do – and believe that diverse and inclusive teams yield the best results.  You will have the opportunity to grow with our company, taking on additional responsibilities as appropriate, including the possibility of managing future staff members. 

What we are looking for in you:

We are looking for a driven and ambitious individual with excellent public speaking, training, and customer support skills to join our growing team.  With a proven track record of effectively developing and managing training materials, customer support processes, and project management.  The ideal candidate is either a prior active-duty service member familiar with undersea operations and a passion for ensuring operational readiness, or commensurate commercial background and experience with real world experience in underwater robotics such as Remotely Operated Vehicles (ROV) or Autonomous Underwater Vehicles (AUV).

A strong background in training and public speaking is required.  Having prior knowledge and experience with FUSION or similar platforms would be highly advantageous.  Proven ability to think critically, provide helpful quantitative feedback to the Engineering design team, and make recommendations for continuous improvement to training modalities and principles is desirable.  An understanding of company operations to ensure timely responses to customers is also highly desirable.

Job Requirements:

• A bachelor’s degree in a relevant field is required; additional certifications are a plus.
• A minimum of 10 years of relevant work experience is required.
• Must be comfortable speaking to groups in various environments and class sizes.
• Management and understanding of departmental functions
• Must be technically proficient using Microsoft Office Suite products.
• Excellent communication skills, both verbal and written, across a broad set of stakeholders, with proven ability to build professional relationships through mutual trust, transparency, and empathy.
• Demonstrated ability to clearly communicate with clients, vendors, and colleagues on all quality activities.
• Proven track record of working effectively and multi-tasking in a fast paced, results oriented, and dynamic environment; bringing robust attention to detail with exceptional organizational skills to ensure deadlines are tracked and met, communication responsiveness is timely, and stakeholders are coordinated.
• Be able to lift 62lbs.

This is a full-time position based on-site in our San Diego, CA facility. Some travel, both domestic and international, may be required to support customer related activities.  Candidate must be eligible to work in the United States; U.S. Citizenship is preferred due to the nature of our work.

Salary range: $90,000 - $110,000

Benefits:

• Health Insurance
• Paid Time Off
• 401K
• 401K Employer Matching

Salary is commensurate with experience. Room for growth and opportunity.

This is your chance to play a key role in the continued success of our company.

For more information about our company, please visit our website.

https://www.srsfusion.com/

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.