Implementation and Customer Service Lead

Please note - the ideal candidate should be within 15 miles of Madison, WI as the role requires 4 days a week in office when not traveling. In addition, the role requires up to 50% annual travel.

Position Summary:

Big Joe Forklifts ("Big Joe") is thrilled to announce the creation of a new autonomous division specifically focused on creating and deploying cost effective, simple-to-use and highly productive autonomous lift truck solutions. Big Joe has partnered with premier autonomous technology partners such as Seegrid, Vecna, Anantak Robotics and others to develop highly differentiated autonomous products that are ready for commercialization and is now assembling a team to assist in the process of launching these industry leading autonomous solutions.

Background:

Big Joe, along with its parent Company, EP Equipment, is the fastest growing manufacturer of lift trucks in the world and is widely considered the most innovative player. Big Joe was founded in 1951 and is well known for its vast portfolio of high-quality electric lift trucks and its focus on exceptional customer service.

Position Summary:

The Implementation & Customer Experience Lead will play a dual role in Big Joe's autonomous solutions by deploying systems and delivering an exceptional level of customer service to ensure an industry leading autonomous customer experience. This individual will be trained in the deployment, operation, and support of our autonomous solutions by our internal team and autonomous technology partners and will become an SME (Subject Matter Expert) in all our autonomous products and solutions. Once deployment is complete, this individual will focus on the most important aspect of this role, which is to maintain a high level of customer engagement and customer service. Few autonomous companies do this well and it is a key differentiating factor for our company, our brand, and our team. Finally, at Big Joe, we always have a continuous improvement mentality, and this individual will be counted on to assist us and our customers in continuously improving our products, solutions, and organization.

Essential Duties and Responsibilities:

Become an SME (Subject Matter Expert) of all of our autonomous products and solutions Collaborate with our Director of Autonomous System Design to ensure we understand our customers use cases and can recommend the best possible autonomous solution for their specific application. Deploy autonomous solutions and train personnel in the operation, maintenance, diagnosis of issues, and repair of our autonomous mobile robots. Act as the primary contact for diagnosing problems, creating new use-cases, and continually improving the system. Maintain contact with customers on their experience with our products and respond quickly and professionally to any issues as they arise. Ensure customers are meeting or exceeding their desired ROI and process improvements and assist them in their CI (Continuous Improvement) activities. Collaborate with our sales, engineering, manufacturing, aftermarket and operations team to build on our industry leading brand reputation and to firmly establish us as the best autonomous company in the market.

Education:

Bachelor's Degree Desired Skills/Experience:

Excellent customer service, communication skills and overall responsiveness Hands-on aptitude: General electrical, mechanical, and hydraulic knowledge/understanding is ideal Positive attitude and strong problem-solving skills Ability to work well self-directed—given objectives and project goals Ability to work at a fast pace, multi-task on several projects/accounts, and be highly accountable Familiarity with lift trucks is ideal but not required

Job Type:

Full-time Pay:

From $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Tuition reimbursement Vision insurance Willingness to travel: 50% (Preferred)

Work Location:

Hybrid remote in DeForest, WI 53532