What are the responsibilities and job description for the Customer Specialist, WHILL Autonomous Service position at Scootaround Inc?
WHILL Inc.
With roots in both Silicon Valley and Japan, WHILL [https://whill.inc/us/] was established in 2012 with the goal of building a mobility platform for short-distance travel. The vision was simple and clear: provide people with access to innovative and well-designed personal mobility solutions that could be used comfortability whenever needed. With the launch of the WHILL Model A in 2014, the company redefined the perception of mobility devices through design and innovation. From personal mobility devices to fleet management and autonomous solutions, today WHILL is at the forefront of personal transportation.
Mission - Deliver Fun and Innovative Mobility for All
The WHILL organization in North America has 2 primary lines of business:
- Mobility Services –includes the autonomous, on-site fleet lease, and individual short-term rental services.
- Mobility Sales –includes sale of new products through brick-and-mortar retail, online, and alternative product distribution channels.
Job Details – Now Hiring
Job Title: Customer Specialist, WHILL Autonomous Service to work in the Customer Experience Group of WHILL Autonomous Service North America
Location: Remote work with a 50% travel component / US-based position
We are seeking a highly motivated and client focused individual to join our team as a Customer Specialist, WHILL Autonomous Service in a full-time capacity.
This role focuses on ensuring successful service delivery and client enablement. It involves client success monitoring and support as well as onsite setup or maintenance and repair work, to help ensure the WHILL Autonomous Service is effectively operated by our clients (i.e. operators that provide the mobility assistance service to airline passengers) across North America. The Autonomous Service is currently offered at facilities such as airports to support passengers who have a hard time walking long distances. WHILL designs and develops both the hardware and software that form the service.
Responsibilities:
- Support the team in assessing and reporting service status. Conduct data tracking to understand how our services are operated at each site and propose as well as conduct the client follow-up as needed. Summarize and report the status in a clear and timely manner.
- Respond to and overcome challenges surrounding our service. Understand the operating environment and determine root cause of issues. Work with the team on identifying and implementing solutions for the client both remotely and onsite.
- Support for other onsite work (e.g. service site or warehouse). This includes conducting onsite mapping and adjustments of the service area as well as the maintenance of devices; or conducting repair work at one of our warehouse locations.
- Update SOPs/Manuals where needed. As our business grows, our internal and external-facing SOPs and Manuals may need to be updated or replaced. Support developing or updating them as needed.
Qualifications:
- Bachelor's degree required
- 5 years of relevant work experience. Any experience in hardware repair or customer support is a strong asset
- Experience in aviation/airport operations a plus
- Exceptional client facing communication and interpersonal skills
- Strong analytical and problem-solving skills with proactive approach
- Ability to work collaboratively with cross-functional teams
- Demonstrated ability to drive results in a fast-paced, dynamic, start-up like environment
Physical and Travel Requirements (Essential Job Functions):
- Must be able to travel by airplane both domestically and internationally without restrictions. The person in this position will be expected to travel frequently in furtherance of performance of his/her job duties (can be more than 50% of the time).
- Must be able to move, transport, or position, up to 30 pounds without assistance.
- Must be able to remain in a stationary position, while performing tasks for extended periods of time (up to 8 hours or more, as needed).
- Must be able to move or traverse various locations while performing tasks for extended periods of time (up to 8 hours or more, as needed).
- Must have the ability to position self to maintain work related items in both high and low places, and to further perform repetitive motions as required by the role.
- Must be able to work in various environments, including office, remote, and field-based settings, depending on business needs. The person in this position may further be exposed to outside weather conditions while performing work duties.
E-Verify Participation:
WHILL Inc. participates in E-Verify to confirm the identity and employment eligibility of all new hires. Candidates must provide documentation to establish identity and legal authorization to work in the United States.
Equal Opportunity Employer:
WHILL Inc. is an equal opportunity employer and prohibits discrimination or harassment based on race, color, religion, sex, national origin, age, disability, or any other protected status in accordance with applicable law.
Accommodation
If you require accommodation support during the recruitment process, please contact hr@scootaround. com. Please note this contact information is for accommodation reasons only.