Work In Tech

Giatec Scientific Inc. (Giatec) is looking for a dynamic, technically proficient and passionate Customer Success and Solutions Engineer to join our Engineering Solutions team. This role blends customer success, technical support, and solution design, ensuring customers maximize the value of our product and solutions while addressing their unique needs. As a trusted advisor, you will drive customer satisfaction, facilitate seamless product adoption, and contribute to product improvement efforts.

We are open to remote candidates with a preference of a hybrid candidate who will work both remotely and in person at our office in Ottawa, ON.

WHY JOIN GIATEC?

• You'll work with a creative and diverse team who are passionate about what they do.
• You’ll join an environment where team members collaborate, work hard and smart, have fun, and make an impact.
• Sustainability is a big focus for Giatec. Our employees all share a passion and commitment of making the world a better place through our innovative products and solutions.
• You'll have the opportunity to join a purpose-driven company with lots of opportunities for personal and professional growth.
• You'll be part of a team where we want to look out for you today and tomorrow as well. Giatec offers flexible health benefits and a matching program for your retirement savings plan.

WHAT WILL YOU DO:

Customer Onboarding

• Guide new customers through the onboarding process to ensure successful implementation of [product/service].
• Conduct personalized training sessions to help users maximize the value of our platform.
• Develop and maintain onboarding materials, such as user guides and tutorial videos.

Customer Success

• Act as a trusted advisor to customers, helping them achieve their business goals using our product.
• Monitor customer engagement and proactively address potential churn risks.
• Identify upsell and cross-sell opportunities based on customer needs.

Technical Support

• Serve as the first point of contact for customer issues, providing timely and effective resolutions.
• Troubleshoot technical problems, escalating complex issues to the appropriate internal teams.
• Maintain detailed records of customer interactions in the CRM system.

Product Improvement

• Collect, analyze, and prioritize customer feedback to identify opportunities for product improvement.
• Collaborate with the product team to communicate customer pain points and feature requests.
• Participate in beta testing new features and provide feedback to the development team.

WHAT DO YOU BRING TO THE ROLE (REQUIRED):

• Bachelor’s degree in a related field in Civil Engineering with a specialization in concrete or equivalent experience.
• Minimum 5 years of experience in customer success, technical support, construction project management, construction project engineering, concrete plant quality control engineer, or a similar customer-facing or operational role.
• Strong technical troubleshooting skills and the ability to explain complex concepts in simple terms.
• Excellent verbal and written communication skills in English. Additional languages are a plus.
• Proficiency with CRM (e.g., Salesforce, HubSpot) and support platforms (e.g., Zendesk, Intercom, Jira).

PREFERRED:

• Experience working in a SaaS environment and with IoT devices.
• Experience working in the concrete industry and/or concrete research.
• Master’s degree in civil engineering preferred (concrete related).
• A proven track record of contributing to product improvement initiatives.

ABOUT GIATEC:

Giatec Scientific Inc. (Giatec) is a global company bringing smart testing technologies and real-time data collection to the forefront of every jobsite to revolutionizing the construction industry and reduce concrete’s carbon footprint. Giatec’s suite of hardware & software products leverages AI and Internet of Things (IoT) and delivers wireless concrete sensors, mobile apps, and advanced non-destructive technologies (NDT) that drives innovation throughout concrete’s lifecycle.

Giatec technology has helped over 13,500 projects in 85 plus countries worldwide meet their construction targets on time, and this number is quickly growing. We have also been recognized by numerous organizations as one of Canada’s fastest growing companies for three years running!

At Giatec, we fundamentally believe that attracting and keeping smart and talented people is a key to our success. We are looking for creative and passionate people to join our rapidly expanding team. Team up with us and reshape your future!

TO APPLY:

Do you have some of these skills but maybe not all? We still encourage you to apply as we would love to review your unique application and learn more about you! Please send your cover letter and resume to us indicating why you believe you would be a good fit for this role.

Your application will be reviewed by our Talent Acquisition team and due to the volume of the received applications, it may take some time for us to notify you on your job application status. We appreciate your interest to be part of Giatec and understanding on this matter.

Additionally, at Giatec, we know that having a diverse workforce is critical to our success. We believe that employees with diverse backgrounds and experiences strengthen our workplace culture, boost our creativity, and help us to revolutionize the concrete industry.

Giatec is dedicated to creating a barrier-free environment starting with the recruitment process. If you require any accommodation during the recruitment process, please contact careers@giatecscientific.com and we will work with you accordingly. All information received in relation to accommodation will be kept confidential.