Teledyne Optech is the world leader in the development and manufacture of advanced lidar and camera survey instruments for airborne, mobile and terrestrial mapping.
With operations and staff worldwide, Teledyne Optech has led the advancement of the technology for 40 years, empowering surveyors, researchers, and government organizations with fast, accurate and cost-effective solutions.
Position Summary and Responsibilities
This position has two primary areas of responsibility :
The Laser Scanning Specialist is responsible for supporting terrestrial LIDAR scanning products for an international client base on an around the clock basis, resulting in total client satisfaction.
Responsibilities include coordinating activities between customer support group and subject matter experts for the purpose of obtaining the resolution of customer issues.
This position will at all times take full ownership of customer issues and interact directly or indirectly with the customer.
Highly skilled in troubleshooting, root-cause analysis, problem solving and diagnosing problems. Resolve client issues related to operational planning, system operations, data processing & analysis.
Possess system level understanding for troubleshooting and client assistance purposes.
Other Responsibilities :
Provide superior customer support and lead the resolution of technical product issues by working as part of a customer support team, alongside hardware services and with other subject matter experts
Become a technical expert in terrestrial LIDAR scanning products; operations and all software modules.
Collect information, analyze, validate, troubleshoot & determine root cause for problematic terrestrial LIDAR scanning product datasets and solve operational issues
Prioritize and escalate while retaining management and responsibility for the issue
Innovate and develop creative solutions to meet unique customer requirements
Willing to work to demand and around the clock to resolve urgent client issues
Record and log each client interaction by inputting and tracking all communication, problems and requests.
Prepare documentation for troubleshooting procedures and resolutions.
Show empathy and display a positive attitude while proactively communicating with clients in a clear, concise and professional manner in order to understand their needs and provide comfort
Maintain a high standard of quality and meet or exceed the response timelines within support contracts
Capture and escalate client system enhancements requests to appropriate product managers.
Provide suggestions to improve products based on your general experience servicing our clients. .
Participate in goal setting and continuous improvement initiatives
Display passion and thorough understanding of product and industry. Keep abreast of technical developments, current literature and continue education in order to stay current on the innovations within the industry
Contribute to engineering and development projects
Provide coaching and product specific training to other functional groups
Moderate travel required (up to 25% of the time) to service client base in order to coordinate, organize and execute training sessions, seminar presentations and perform product demonstrations
Assist in the development of technical training materials
As part of training, participate in manufacturing and testing of LIDAR products and peripherals
The basic duties and responsibilities describe the essential tasks and activities that are typical for an associate in this job.
The above list is not intended as an exclusive list of work performed. Depending on the requirements of Teledyne Optech other duties and responsibilities may be assigned.
Bachelor or Master’s degree in Engineering, Surveying, Physics or related field; or equivalent experience
Previous practical experience with terrestrial scanning products, data processing and projects; preference given to experience with Teledyne Optech products
Experience with Microstation, AutoCAD,
Proficiency with Microsoft Office Suite
Strong understanding of geodesy, coordinate transformations and projections
Enthusiasm and empathy displayed through previous customer service experience
Strong sense of urgency and initiative
Proven decisive leadership skills
Excellent communication skills
Strong analytical, problem solving and organizational skills
Ability to effectively multitask and to work under pressure
Able to work in the evenings, weekends or holidays as required; Adaptable, Flexible
Ability to work in a team environment and with cross functional groups across the company
Ability to travel internationally and possesses a valid passport
Possess a valid driver’s license
Experience in a fast-paced technology environment preferred
Experience with CRM preferred
Teledyne Optech is an Equal Opportunity Employer, we value diversity and inclusion. Accommodations are available on request for candidates taking part in all aspects of the selection process.