Technical Solutions Specialist

Position Title: Technical Solutions Specialist

Direct Supervisor: SVP, Product Line Management

Work location: Sterling, Virginia

Position: Full-time permanent

Job Requisition #: 14

SkyBitz, the North American leader in global remote asset management solutions, provides real-time information on the location and status of valuable assets.  With more than 760 enterprises relying on SkyBitz technology to achieve total asset visibility, improved security, lower operating and capital expenses, as well as enhanced customer service, our solution is delivered via SkyBitz InSight, a fully customizable, secure, web-based SaaS application.  Founded in 1995, we have grown double digits since our solution commercialization, remain dedicated to developing innovative technologies, and plan an aggressive international expansion.  We are a profitable venture-capital backed company with an experienced management team, and we are looking for individuals with energy, passion and vision to help provide our customers with superior products, services and assistance.

Responsibilities

Reporting to the Director of Customer Care, the Technical Solutions Specialist is a newly created, full-time, exempt position whose primary purpose is to increase customer satisfaction and retention, as well as revenue.  Working closely with the functional business groups, this position will ensure the efficiency and effectiveness of products and solutions deployed in support of corporate goals and objectives.  Please note that duties may be assigned and/or removed at any time.  The purpose of this document is to give an overview of the position.

Customer Retention and Resolution Activities (up to 80% of time estimated)

The responsibilities of the Technical Solutions Specialist include, but are not limited to, the following:

• Perform account analysis and data gathering activities including RMA and RCA history
• Strong focus on customer retention by working closely with customers, as well as the SkyBitz customer sustainability team, to define customer issues and assist in the development and execution of problem resolution plans
• Proactively look at account activity, non reporting units, trouble tickets and follow up as necessary to research, facilitate and ensure resolution
• Visit customers, as needed and as requested, to discuss issues, best practices (i.e., installation, maintenance, usage) and resolution plans
• Provide sales engineering support
• Other duties as may be assigned from time to time by manager

Up-Selling and Upgrading (up to 20% of time estimated)

• Increase existing customers’ usage of SkyBitz solutions, features and functionality, and especially our SaaS-based product InSight
• Skilled in articulating the value of SkyBitz solutions and able to clearly differentiate the company's features and functionality in the marketplace
• Assist with customer up-selling and upgrade programs, leveraging the value of SkyBitz solutions in the negotiation process to drive maximum margin for the company
• Ability to understand a customer's business issue and architect a buying vision around SkyBitz solutions that solve business issues.

Competencies

Experience

• Must have a minimum of five (5) to eight (8) years’ experience working in the high technology and/or trucking industry with at least three (3) years of experience as a Field Engineer supporting large accounts and complex installation projects
• Must have strong customer interaction experience
• Must have tracking installation experience on a wide variety of assets
• Ability to work in the United States without sponsorship

Skills 

• Extensive knowledge of Microsoft Software applications (Project, Word, Excel, PowerPoint, IE)
• Must have knowledge of CRM applications, preferably Salesforce.com
• Some database knowledge (such as ACCESS), familiarity with SQL a plus
• Must be able to manage multiple tasks simultaneously with strong leadership skills
• Must have excellent communication skills along with superior technical and business writing skills
• Knowledge of satellite tracking systems and/or high technology highly preferred

Culture

• Able to multi-task and be customer-oriented
• Ability to work in a fast paced, growing organization and be highly adaptable to change
• Must be detailed oriented and possess a strong work ethic

Education

A Bachelor’s degree in engineering discipline or equivalent experience is required.

Travel Requirements

The ability to up to fifty percent (50%) of the time and must have personal credit card for travel reservations for post-trip reimbursements.

If you wish to apply for this position, please send your resume in Word format to jobs@skybitz.com and include the position title in the Subject Line of your email.

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