Product Support Engineer

Job:

Henrico County, VA

From $60,000 a year

Full-time

 

Qualifications:

• US work authorization (Required)
• Bachelor’s (Preferred)
• Product development: 2 years (Preferred)
• Customer Service: 1 year (Preferred)

 

Company Overview:

Babylon Micro-Farms has developed an IoT enabled on-demand farming service that remotely manages on-site indoor farms. The company’s farming modules and platform make sustainable indoor farming accessible to a much broader market than is currently possible, and greatly improve quality, reduce waste, and save money for its customers. Babylon is a high growth, early-stage company based in Richmond, VA.

 

Job Description:

As a Product Support Engineer, you understand how important it is for products to be manufactured and installed efficiently and reliably to get them in the hands of excited customers. You have a passion for plants and top-quality food and are an ambassador for Babylon and our mission. Moreover, having high attention to detail and being well organised are among your strongest skills.

 

Responsibilities:

• Develop and implement a world-class installation and support organization
• Work closely with internal and external 3rd party resources to implement key SLAs’
• Establish a Technical Support solution to provide real time Customer technical support
• Work with the Tech organization to dispatch necessary resources to perform any site repair
• Work closely with Hardware Engineering to develop a product life cycle process
• Work closely with Supply Chain to develop a material support / replacement parts process
• Lead the develop of efficient solutions to allow remote troubleshooting of farms
• Architect and improve the configuration management processes and product upgrades
• Frequently interact with customers, providing top-notch customer service
• Assist in various business process improvement initiatives and tasks
• Close collaboration with Sales and Customer organizations on VOC, KPI initiatives
• Ensure the safety of yourself and others by following Health and Safety practices

 

Requirements:

• Prior experience leading a service organization attending to electro mechanical products
• Demonstrated experience implementing 3rd party service solutions
• Demonstrated process improvement experience
• Understanding of product lifecycle management and program implementation
• Valid driver’s license and authorised to work in the US.
• Bachelors Degree required; preference given to a technical degree
• Fluent in written and spoken English
• Manufacturing or assembly experience is a strong plus
• A passion for plants, sustainability or nutrition
• Strong attention to detail required
• Experience working in a retail environment or in customer service is an asset
• Google office suite proficiency or ability to quickly learn (Docs, Sheets, Slides)

 

What We Offer:

• The opportunity to join Babylon as we expand across North America and help change the future of farming
• A friendly work environment with a diverse group of motivated, talented, and visionary colleagues
• Medical Benefits
• Flexible work schedule with paid vacation
• Fresh produce (leafy greens and herbs) to take home

 

Benefits:

• Flexible schedule
• Health insurance
• Paid time off

 

Schedule:

• 8 hour shift

 

Application Question(s):

• How many years of process development and improvement experience do you have?

 

Education:

• Bachelor’s (Preferred)

 

Experience:

• Product development: 2 years (Preferred)
• Customer Service: 1 year (Preferred)

 

Work Location:

• One location

 

Work Remotely:

• No