at Aeris Communications in Chicago, Illinois, United States
Job Description
The “Internet of Things” (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients like Chrysler, Honda and Bosch fundamentally improve their businesses. Headquartered in Silicon Valley with offices in Chicago, London, Delhi, and (soon) Tokyo as well as other markets, we rank among the top ten cellular providers for the IoT globally. We power critical projects across energy, transportation, retail, healthcare and more.
Our company is in an enviable spot. We’re profitable, and both our bottom line and our global reach are growing rapidly. We’re playing in an exploding market where technology evolves daily and acquisitions / consolidations happen left and right. We are continuing to expand our IoT connectivity offerings to not only include all cellular technologies and services, but also a best-in-class IoT device management, services, and application SaaS platform, as well as alternate connectivity options such as low power WAN (LPWA), Wi-Fi and other short-range networking options.
This is a visible position for an individual with proven leadership skills in a demanding and technically complex environment, combined with extensive customer management experience. The successful candidate will lead and mentor a team of technical support engineers to ensure that Aeris customers receive an exceptional customer experience.
To be successful you will have a holistic approach to customer support, understand how customers derive value from support, make data driven decisions, prioritize aggressively, think outside of the box and find innovative solutions to simple and complex problems, be relentless about driving continuous improvement, and be passionate about providing an exceptional customer experience.
+ We do things differently. As a pioneer in an industry poised to reshape every sector of the global economy, we can’t settle for another company’s tried and tested template. Innovation is the key to our success and it’s reflected in everything we do: from product design to corporate wellness.
+ We are owners. Strong managers enable their teams to figure out how to solve problems. You will be no exception and will have the ownership and autonomy needed to be truly creative.
+ Values are essential. We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work (we have a VP devoted to it).
+ We walk the walk on diversity and inclusion. We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.
+ Career elevation. Create platform for growth where employees can take ownership of their opportunity and make it their own. Grow with the company and elevate your career.
Responsibilities:
+ Lead and mentor a team of technical support engineers located in the US, including office based and remote engineers.
+ Measure and drive customer satisfaction evangelizing a customer-centric culture
+ Build and develop strong relationships within the Aeris leadership team and ensure customer needs are well represented across all organizational functions (VOC)
+ Recruit, develop and manage a first class team of technical and product experts who deliver high-quality customer service to customers
+ Drive continuous improvement in the team and associated functions
+ Manage multiple support channels including case management, community forums, and phone
+ Develop and evolve business practices to triage, prioritize and manage critical customer issues
+ Ensure high quality proactive communication with our global customer base Manage relationship with support partners (ie 3rd party help desks) Define, collect, process, and distribute key performance indicators for internal and external service level agreements
+ Build relationships with key customers and present at operations reviews
+ Manage resource levels and work assignments to ensure efficient operating practices
Requirements/Desired Experience:
+ Ability to apply innovation and out of the box thinking to develop new approaches to customer support
+ Experienced with defining and using metrics to measure success and drive desired outcomes
+ Experienced with building and managing successful technical support teams in a complex and changing environment, with a proven track record of customer advocacy
+ Superior communication skills, written, verbal, and presentation.
+ Strength to advocate for the customer in a dynamic technical environment with competing business priorities, ensuring that the customer stays at the top of the list
+ Ability to build relationships with, influence and negotiate with teams across multiple internal departments at all levels within the organization
+ Dynamic technical competencies across a broad range of disciplines, including GSM, CDMA and LTE mobile networks, IP network engineering, web services/applications, and cloud based services
Aeris walks the walk on diversity. We are a brilliant mix of varying ethnicities, backgrounds, religions, cultures, sexual orientations, gender identities, ages and professional/personal/military experiences – and that’s by design. Different perspectives are essential to our culture, innovative process and competitive edge. Aeris is proud to be an equal opportunity employer.
*COVID-19 vaccination is required and Aeris will consider accommodations for disabilities and sincerely held religious beliefs.
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