Summary:Xirgo is currently hiring for the role of Project Manager. This position reports to the Global Field Operations Manager and is responsible for working with our partners to drive well-planned, on-time and high-quality fleet deployments. Candidates must be the project management and implementation expert, influencing and guiding partners and customers through the process and being the tireless customer advocate internally. Fleet vehicle and installation know-how, technical problem solving, documentation and process rigor, critical thinking, continuous improvement, and risk management and mitigation knowledge and capabilities are critical to success in this role. Candidate must promote a culture of collaboration and be able to influence and communicate at all levels from C-Suite to sales to product managers to engineers, in the spirit of providing a high-quality customer experience.
Primary Role & Responsibilities:- Drive process for project management, on-boarding, deployment, installation training and technical support.
- Travel to customer sites as needed. Usually first few days of Pilot / Deployment.
- Develop and/or provide input to product, installation and support processes and documentation.
- Facilitate support from engineering and sales teams as needed.
- Develop and provide technical training and support to resale partners and TSPs.
Technical Responsibilities:- Training of support and technical staff on hardware products and services.
- Management of customer escalations related to technical issues (Tier 2 and above).
- Assist in management of RMA processing.
Customer Service Responsibilities:- Verification of bill of materials to ensure optimal solution for customer vehicle type.
- Project management for partner deployments, including systematic reporting of deployment status, issues and risk, risk mitigation to stakeholders.
- Installer training.
Sales Engineering Responsibilities:- Provide ongoing training and support to sales staff regarding products and services
- Act as a reference to sales team for product/software related questions
- Support product proposal development
- Assist marketing team with generation of spec sheets and other marketing collateral.
Experience & Qualifications:- Minimum educational degree in computer science, electrical engineering, mechanical engineering, or equivalent experience.
- Minimum 5 years' work experience in technical role support mechanical and electrical system in consumer electronics, GPS tracking devices, cameras/CCTV, and/or security systems (or relevant field).
- Deep technical knowledge of fleet vehicle and process of installing telematics systems.
- Strong performance track record in pre/post technical sales, resulting in meeting or exceeding revenue and customer satisfaction targets.
- Proven capability to manage customer relationships while driving root cause and resolution of complex technical issues.
- Complex project management experience with demonstrated ability to manage multiple projects at the same time.
- Proven ability to work effectively and interact across all levels of internal and partner organizations, both internal and external, to define on-boarding plans, manage partners and drive the on-boarding and technical support process.
Salary Range: $85k-$95k, plus bonus and benefits
