EU MES Product Specialist

Customer Success Full Time Remote Europe

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FunnelCloud is an Industry 4.0 automation software company that focuses on enabling interaction and data capture of connected systems within the domain of manufacturing. Our products are built to bring efficiency and automation to customer manufacturing facilities around the world. 

We’re looking for a Product Specialist based in Europe to: 

• Support and implement the FunnelCloud MES product, 
• Simultaneously lead Customer Implementation projects,  
• Assist with the Customer Support Service Desk, 
• Contribute to Strategic Initiatives 

You will report to the Implementation Services Team Lead and be a member of the FunnelCloud Customer Success Team. 

You will provide first-class post-sales technical leadership to our customers. Working directly with customers, Product Specialists are the voice of FunnelCloud and the authority on FunnelCloud MES implementation, configuration and usage. As part of the Customer Success team, you will have the opportunity to work directly with our Product Management, Engineering, and Sales teams to share knowledge and experiences, and will act as the Voice of the Customer to help drive improvements that will ensure our customers’ success. 

For this job you will need to have a strong technical capability along with a strong self-starting, dedicated mentality and the ability to maintain empathy for customers. You’re going to be dealing with very technical users and complex issues, but you are also tasked with creating excitement and loyalty in the customers you interact with. 

We are looking for someone with a great work ethic, who is resourceful and creative in their approach to problem-solving. This requires a technically resourceful individual with the ability to provide exceptional customer support in a challenging and rewarding environment. The role requires frequent customer interaction with a global customer base with customers in Europe, North America and Asia. 

FunnelCloud requires all employees to be fluent in English, as all internal and external communication and support are conducted in English.   

The ideal candidate will bring a combination of strong analytical and operational skills, direct experience in the manufacturing industry (automotive is a bonus), previous use or administration of MES systems, knowledge of ERP systems and be technically savvy and comfortable using many different systems. 

This is a full-time role that requires periodic on-call work and may require occasional travel to customer sites. 

• Learn: You’ll learn about the manufacturing sector and automation initiatives within the industry. Our customers are some of the largest and most progressive companies in the world and it is our job to support their technological advancements while ensuring the robots do not become self aware (yes, this is a joke, sort of). You will see a wide range of different solutions and automotive manufacturing processes used by our customers to fulfill similar requirements. 

• Implement FunnelCloud Shopfloor: In collaboration with the other members of the Customer Success team, you’ll be a key point of contact for customers going through the significant change of implementing FunnelCloud on their shop floor. You will champion FunnelCloud and be a trusted advisor to them regarding best practices and recommendation for product configuration and interactions with shop floor hardware, integrated systems and shop floor personnel.  

• Support our Customers: You will be the main point of contact for technical questions and requests for assistance that our customers register in our support channels. You will provide ongoing project and product support and make use of the resources of the Customer Success team and the company at large to ensure accurate, effective and timely resolutions. You will ensure that Customer interaction is professional and responsive while properly addressing the customers’ needs and concerns. Our Customer Success team is responsible for Level 1 on-call rotation duties.

• Be an Advocate: You will raise Implementation project blockers and leverage internal processes to highlight and ensure risks and gaps are addressed quickly and efficiently. You will contribute to joint Product-Customer Success Feature Request Reviews to ensure Product has a thorough understanding of the business need and priority of Customer requests for changes to the product. You will work with the other Customer Success team members to categorize and prioritize requests for product development with the Product and Engineering teams. 

• Product Test and Release Support: You will work jointly with our Engineering team to perform testing of software development bug fixes and new feature development. Customer Success team members also author knowledge base articles that contribute to our self-serve support portal.

• Contribute to Strategic Initiatives: FunnelCloud is in a continual process of transformation and growth. All members of the Customer Success team participate in at least one strategic initiative or activity. This provides the opportunity for professional development of team members while continuously improving business functions. 

• Share your Thoughts and Expertise: Your feedback is important. Thoughts and questions that can improve and strengthen FunnelCloud processes are always welcome for open discussion. You will work with the rest of the Customer Success team to build out and cultivate our implementation and support operations and help to establish a customer community to improve the experience of our customers. 

• Industry Experience: You’ve spent time in the manufacturing industry and are aware of the daily challenges as well as the key data points used to track production. You’ve either administrated or interacted with an MES system and are familiar with the role MES software plays in business-critical applications.  

• Remote Work: You’ll be working remotely with team members and customers located globally across diverse time zones. From time to time, Customer Success team members may be required to travel to customer locations. Travel is rare but possible. 

• Customer Interaction: You have worked directly with customers in a technical support role, solving sophisticated technical problems.  

• After-hours On-call: You’re willing to provide periodic after-hours on-call support when on rotation. 

• Learning: You bring action orientation and a drive to continuously improve the teams (both internal and external) with whom you work. 

• Communication: You’re an effective communicator and bring strong feedback skills to your team and proactively “managing up”. You’re proficient in English in verbal and written form and have exceptional written and verbal communication skills honed for both synchronous and asynchronous collaboration. You believe that the best way for all to succeed is to honestly discuss product and company abilities and limitations with customers.  

• Teamwork: Great relationship building skills and a good people person 

• Adaptable: You’re comfortable with ambiguity and figuring things out as they grow, change and new requirements emerge. Our company and customer base are rapidly growing, in a very dynamic sector, and this means new information can lead to new processes and outcomes. 

Bonus points: 

• You favour regular, incremental progress over perfection. 
• You strive for continuous learning and improvement for yourself and your team. 
• You’re good at negotiating the ambiguity inherent in a small, rapidly growing company: quickly adapting to change, making conscious trade-offs when time is limited, solving problems creatively in the face of conflicting priorities, and leveraging best practices.  
• You are located in the Eastern Europe region. 

We know there’s no such thing as a “perfect” candidate - we’re all a work in progress and are growing new skills and capabilities all the time. FunnelCloud welcomes those who are enthusiastic about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do work that excites you, we hope you’ll apply. 

First month: 

• Get to know the members of your team 
• Gain a deep understanding of our product and our processes through interaction with our implementation and Product teams 
• Increase your product knowledge through handling Support triage and QA workflows 
• Participate in scheduled training sessions to increase your product expertise and gain a deeper understanding of our customer base and the variation on how the product is used across different use cases 
• Attend all regularly scheduled Customer Success meetings to gain familiarity with the internal workings of the organization 

First quarter: 

• Accept portfolio ownership of at least one customer implementation project. Our implementations are done via a team-contributed approach however, there is always one resource designated as accountable for a project to ensure nothing falls into the gaps over the multi-month duration 
• Continue to develop and build your knowledge and familiarity with the product through interaction with Customer Success and Engineering team members required to support your daily responsibilities, as well as the continuation of training sessions 

First year: 

• Continue to increase your knowledge and capacity with the ability to lead multiple concurrent implementation projects. 
• Aligning with the FunnelCloud strategic roadmaps, identify a set of personal goals to measure, act on, and evaluate for success. These vary per person and establish clear responsibility for strategic contributions. 

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