Director of Customer Experience

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About Optimus Technologies

Optimus Technologies is a clean energy technology company based in Pittsburgh, PA. Optimus manufactures the Vector System, an advanced fuel system technology that enables diesel engines to operate on 100% biodiesel. The Vector System is designed for medium and heavy-duty fleet applications, where emissions reductions are challenging or impossible to achieve in a cost-effective manner through other means. The Vector System integrates into existing operations to facilitate a seamless transition to low-carbon fuels. 

Optimus' Vector System is in use with leading municipal and private fleets throughout the country, enabling them to achieve near-zero carbon emissions while reducing their fuel and fleet operating costs.

Find out more at optimustec.com or on Linkedin. 

Job Description

Optimus is seeking a seasoned, dynamic, customer-focused Director of Customer Experience to play a pivotal role in our mission to support fleets in reducing their carbon emissions and achieving environmental sustainability goals. As the primary customer-facing leader on our Vector fuel system technology, you will serve as a bridge between our Customer Success, Field Services, and Engineering teams. The ideal candidate will have a comprehensive understanding of electrical, mechanical, and software systems, a mastery of the tools and diagnostics utilized for installing and servicing the product, and a commitment to representing Optimus with excellence in customer interactions. The ideal candidate must possess the ability to serve as the technical customer leader and foster strong partnerships with truck OEMs to effectively address challenges and deliver solutions that enhance the experience for our collective customers.

This is a full-time salaried position ($140,400-$156,240) to be based in Pittsburgh, PA (remote considered for exceptional candidates) with significant travel requirements (~50% of a work year). This position will oversee the entirety of the aftersales relationship with customers and managing the Customer Success and Field Operations team to successfully meet operational goals. Optimus is a fast-growing technology company; all employees must be self-directed and capable of managing multiple duties within the company and adaptin quickly to business dynamics.

At Optimus, we are proud to be an equal opportunity employer. We encourage applications from people of color, LGBTQ+ individuals, people with disabilities, veterans, and other historically disenfranchised groups. We also consider qualified applicants regardless of criminal histories. If you're unsure about your qualifications for this position after reviewing the responsibilities and requirements, we encourage you to apply. We're most excited to work with individuals who are quick learners and passionate about clean energy solutions.

Responsibilities

• Define and oversee all aspects of operational parameters for Optimus' Customer Success and Field Service Teams
• Define, manage, and set the standards and protocols for communication guidelines with our Customers.
• Construct the roadmap of long-term Field Operations Projects and customer relationship management
• Cultivate and maintain high-profile customer relationships with key stakeholders by promptly addressing requests and ensuring they are directed to the appropriate parties.
• Ability to strategize and implement organizational priorities for both short and long-term goals.
• Provide strategic input to Leadership Team regarding growth goals and risk assessments.
• Develop expertise in the Vector system and its components, including electrical, software, and hardware aspects.
• Create comprehensive, articulate, well written documents for both internal and external use.
• Provide open and welcoming communication with customers to deliver troubleshooting and technical support via telephone, email, or in person.
• Research and resolve technical issues using internal and external resources.

Qualifications & Experience

• Bachelor's Degree in an engineering discipline or equivalent, and/or ASE Diesel certification or equivalent
• Minimum 3 years of management experience particularly in functional cross-team situations
• Minimum 5 years of heavy-duty vehicle or equipment installation, diagnostic, and/or repair experience
• Ability to comprehend detailed product schematics and documentation, and follow complex work instructions
• Advanced skills with various computer and software programs including but not limited to Microsoft Office, Project Tracking Software (Jira, ClickUp, etc.)
• Demonstrate proficiency in diligent organizational skills, adept pattern matching, and proactive issue resolution, ensuring potential challenges are identified and addressed preemptively to prevent escalation
• The ability to communicate in a clear and professional manner with both coworkers and customers
• Demonstrate strong analytical, written, and verbal communication skills with the ability and willingness to work with other team members to solve problems
• Possess the ability to create and adhere to timelines and deadlines for team projects and independently while demonstrating proficiency in assessing situations to reprioritize tasks as necessary
• A strong sense of pride in the work done that shows in quality and customer satisfaction

  Other Job Requirements

• Frequent physical activity such as bending, climbing, twisting, and lifting tools, parts, and materials (up to 70lbs)
• Work occurring in a variety of environments, including but not limited to: office, outdoor, warehouse and shop conditions
• Ability to work around a variety of particulates, lubricants, and chemicals
• Valid driver's license with acceptable driving record; CDL a plus
• Significant domestic travel is required (~50%)
• Flexible hours of operation