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IIoT Customer Experience Specialist

Mason, Ohio, United States

The IIoT Customer Experience Specialist serves as the primary coordinator for VEGA Inventory System (VIS) projects, ensuring a seamless customer experience from onboarding through implementation and ongoing support. This role is responsible for managing project workflows, coordinating cross-functional resources, supporting customer adoption of IIoT solutions, and driving successful execution of hosting, commissioning, and service activities. The position plays a key role in enhancing customer satisfaction, improving project efficiency, and supporting the growth of VEGA's digital solutions business.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

KEY RESPONSIBILITIES 

  • Manage VEGA Inventory System project flow in TopVis, updating project status, assigning tasks to team members, and driving internal and external customer engagement to complete projects. 
  • Implement and manage hosting contracts and invoicing using TopVis hosting function in coordination with IIoT team members.
  • Coordinate staging of VIS project orders for further inspection and programming by VIS technical experts to support field installation.
  • Facilitate customer onboarding process, including collection and completion of user agreement and technical application documentation. 
  • Organize remote commissioning and troubleshooting activities with IIoT team members and field service personnel.
  • Monitor VIS support e-mail inbox and route inquiries to the appropriate party in a timely manner. 
  •  Provide VIS administrative support and troubleshooting for external and internal customers.

REQUIREMENTS

  • Associates Degree is preferred 
  • Driver of continuous improvement, proactive approach to problem-solving, with a high sense of urgency.
  • Strong customer service orientation with a passion for delivering exceptional customer experiences. 
  • Excellent organizational, project coordination, and time management skills.
  • Ability to manage multiple projects and priorities simultaneously. 
  • Strong problem-solving skills with a proactive and continuous improvement mindset. 
  • Effective verbal and written communication skills with the ability to engage customers and cross-functional teams. 
  • High level of accountability, ownership, and attention to detail. 
  • Ability to work independently while collaborating effectively within a team environment.
  • Strong administrative and documentation management skills.
  • Demonstrated ability to learn and support technical software platforms and digital solutions.

 

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