Customer Field Service and Support Specialist

Job Description

Job Description

Who we are :

We are a bunch of people who really care about agriculture, food and the challenges facing farming. We want to help farmers with data driven decision making to help nature feed a growing population.

Join our team of expert engineers, agronomists, entomologists, crop researchers, and data scientists who are continually conducting research to help drive innovation in agriculture.

Semios is a market leader in leveraging the internet-of-things (IoT) and big data to improve the sustainability and profitability of specialty crops.

With 500 million data points being reported by our sensors every day, we leverage our big data analytics, such as in-depth pest and disease modeling, to empower tree fruit and tree nut growers with decision-making tools to minimize resources and risks.

Our innovative work has received several industry awards :

• AgTech Breakthrough Awards Program (2023) - Selected as winner of the Overall Smart Irrigation Company Of The Year award.
• Sustainability Changemaker by SDTC (2022) - Named as one of the companies which recognize homegrown innovation in sustainable technologies in Canada.
• AgTech Breakthrough Awards Program (2021) Selected as winner of the "Pest Management Solutions of the Year" award.
• Google Accelerator (2020) Selected as 1 of 9 companies for the inaugural Google for Startups Accelerator Canada cohort, who are all using technology to solve complex challenges.
• Global CleanTech Top 100 (2020) Identified as one of the companies best positioned to solve tomorrow’s clean technology challenges.

One of our partners produced this short video which shows what we do and our positive environmental impact.

We know our journey is only achievable by having a great team who shares ideas, tries new things and learns as we go.

Who you are :

Motivated by meaningful work, you are looking for more than just a job; you want to work for a dynamic, growing company that finds solutions to real-life problems, such as helping the world reduce the use of pesticides and helping nature feed a growing population.

Your ideal work environment includes a collaborative team spirit with the opportunity to learn and grow as you take the initiative to try new things.

As the ideal Customer Field Service and Support Specialist, you are passionate about the customer experience, and you are familiar with, have experience with, or genuinely care about farmers.

You have the ability to understand and explain our tools and insights and adjust your communication style to fit your audience.

Motivated by meaningful work, you are looking for more than just a job; you want to work for a dynamic, growing company that finds solutions to real-life problems.

Your ideal work environment includes a collaborative team spirit with the opportunity to learn and grow as you take the initiative to try new things.

What you will do :

The primary function of the Customer Field Service and Support Specialist is to provide exceptional support to both our customers and Semios Territory Managers alike.

You will use your understanding of the challenges faced by our customers to help them apply Semios’ technology to solve them.

You will deliver excellent support and advice to customers in their use of Semios’ tools and systems and will focus your energy on building mutually beneficial relationships to create value for both Semios and our customers.

The role will be most effective by collaborating with stakeholders throughout the Semios+Agworld's sales, marketing and field services organization.

This role will execute and deliver on company initiatives for customer success, while enabling our sales organization to focus on growing the business.

This role will work with the Customer Success Supervisor and Director of Operations Support to achieve championed customer engagement and support to our sales and field services teams to allow for focus on driving growth and providing exceptional service to our markets.

Responsibilities as follows :

Pre- & Post-sales Administrative Support

• Conduct pre sale activities including creation of customer accounts, quotes and sales orders.
• Update and maintain internal systems (CRM, etc.) for your assigned territory.
• Ensure all customer communications are accurately logged within the CRM for your assigned territory.
• Initiate, coordinate, and execute customer renewals both remotely and in person.
• Work closely with local Territory Managers to ensure all preparation activities for renewals or upcoming customer meetings are completed.
• Create and execute on service tickets for your assigned customers in a timely manner.

Customer Engagement and Support

• Conduct onboardings with customers and their teams both virtually and in person.
• Provide continuous support to customers in your territory both virtually and in person, being the first line of support via phone, email, and in-app chat.
• Attend and act as a company representative at various trade shows and events, showcasing Semios’ products and services to customers and prospects alike.
• Provide support to Territory Manager with regards to customer requests they are receiving, including providing information about planned, ongoing, or completed services.
• Document and relay product feedback and customer suggestions to the Semios team via appropriate channels.
• Ensure customer engagement with Semios’ suite of tools via regular outreach to ensure they are getting the most out of our products.
• Ensure our customers are aware of and educated on the power of Semios’ tools.

Internal Support

• Support various company initiatives.
• Work closely with Sales Operations to ensure sales data in systems is complete and accurate.
• Collaborate with Finance, Grower Relations, and Channel teams to support sales growth and strategic initiatives.
• Work as a team with the Territory Manager in your region, enabling them to focus on selling.
• Contribute to the creation and updating of customer resource material.
• Represent the customer’s voice and help champion best practices of customer onboarding, adoption, and product use experience.
• Document and relay product feedback and customer suggestions back to the Semios team.
• Suggest and implement ways to improve all processes in the customer journey.

Requirements

We want you to succeed, so you will need :

• 2 + years of professional experience working with customer onboarding, implementation, adoption, and technical support.
• Highly tech-savvy with the ability to quickly learn and adapt to new technologies and tools.
• Familiarity working with software applications and data.
• A magnetic personality and skill for winning customers' time and trust.
• Superb listening and presentation skills to build and maintain customer relationships.
• Ability to prioritize and focus efficiently on multiple customers and products.
• Orientation towards taking initiative and continuous improvement.
• Valid driver's license and ability to commute when necessary.

Nice to have :

• Degree or diploma in business or a related field is preferred.
• Direct experience working in Agriculture.
• Fluency in Spanish.

This role will be a non-exempt hourly position with a range of $23-$32 per hour.

Please note that the base pay offered may vary based on factors including but not limited to knowledge, skills and experience, as well as geographic location.

Benefits

Why this is the opportunity for you :

• Sleep better knowing you're making the world a better place through more sustainable food production.
• Opportunity to contribute and make an impact by working on meaningful projects.
• Work with a team that values fun, laughter, and each other in a collaborative and casual work environment.
• Customizable health benefits plan for you and your family, which includes medical, dental, vision, and basic life insurance.
• Employees are able to enroll in our company's 401(K) plan.
• Company paid holidays, paid vacation and sick leave.

At Semios, we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job.

If your experience is close to what you see listed here, please still consider applying. We know that our differences often can bring about innovation, excellence and meaningful work therefore, people from all backgrounds are encouraged to apply to our positions.

If you require accommodations during the interview process, please let us know. We believe that different perspectives and backgrounds are what make a company flourish and we welcome everyone.

Physical Demands : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand and walk. The employee frequently is required to use hands to finger, handle, or feel;

reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk, or hear.

The employee must frequently lift and / or move up to 25 pounds and occasionally lift and / or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Work Environment : The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts in high, precarious places.

The employee is occasionally exposed to fumes or airborne particles, outside weather conditions (including extreme heat and cold), and the risk of outdoor pests.

The noise level in the work environment is usually moderate to loud.

This organization participates in E-verify.