Customer Success and Solutions Specialist, Hardware Operations

Giatec Scientific Inc.; Ottawa; Hybrid; CAD 70,000 - 100,000; Full time

Job summary

Giatec Scientific Inc. is seeking a Customer Success and Solutions Specialist to deploy MixPilot hardware and deliver proactive support to North American customers. The role balances field engagement with remote success metrics, requiring travel to customer sites in the US and Canada and a hybrid work arrangement from Ottawa, ON.

A strong customer-first mindset and hands-on hardware exposure are essential. You will work with AI tools daily to accelerate reporting, analysis, and communication,

Qualifications

• Two+ years in a customer-facing role such as customer success, support, account management, field service, or operations coordination.
• Hands-on exposure to physical hardware or electronic devices and troubleshooting.
• Strong customer service mindset and ability to build trust with operational stakeholders.
• Excellent verbal and written English communication skills and ability to explain technical topics to non-technical audiences.

Responsibilities

• Build trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads at customer sites, and advocate for them inside Giatec.
• Serve as main operational contact for customers rolling out or using MixPilot hardware; keep them informed and unblocked.
• Conduct on-site visits across the United States and Canada to support installations, health checks, and training sessions.
• Turn field observations and customer feedback into actionable input for Product, Engineering, and Operations teams.

Skills

Customer-facing

Hardware troubleshooting

English communication

AI tool usage

Organization

Education

Bachelor’s degree in engineering/tech/business/supply chain

Tools

Salesforce

Job description

About Giatec

Giatec is the category-defining digital concrete technology platform and the global leader in unifying concrete production, delivery, and placement into one intelligent system. As the intelligence backbone from plant to pour and beyond, Giatec transforms real-time data into measurable performance, accelerating construction, lowering carbon impact, reducing risk, and ensuring long-term concrete performance at scale. For more information, visit www.giatecscientific.com.

Do you love working with customers and enjoy figuring out how physical technology works? Giatec Scientific Inc. is looking for a Customer Success and Solutions Specialist to join the team behind MixPilot, our IoT hardware platform for the ready mix concrete industry. You will be the person our customers count on to get their hardware deployed, keep it healthy, and make sure their voice is heard inside Giatec.

This is a customer success role with a hardware dimension, not an engineering role. You do not need an engineering degree or years of electronics experience. If you have strong people skills, you are organized, and you have some hands-on exposure to hardware in any form, whether that is IT support, field equipment, telecom gear, lab devices, or tinkering with electronics as a hobby, we want to hear from you. We will teach you our technology; what we cannot teach is a genuine customer-first mindset and curiosity about how things work.

Giatec operates with an AI-first mindset, and you will use AI tools daily to accelerate reporting, analysis, and communication. If you are already using tools like ChatGPT, Claude, or Copilot in your work, you will feel right at home.

Please note: this role requires regular travel to customer sites in the United States and Canada. Candidates must be authorized to travel to the United States upon hire, without the need for visa sponsorship or pre-employment immigration processing, and must be able to work in a hybrid arrangement from our Ottawa, ON headquarters.

WHY JOIN GIATEC?

• Play a central role in deploying MixPilot, Giatec's hardware platform for the ready mix industry, alongside the broader Giatec portfolio as the team scales.
• Work with a creative, driven team passionate about reducing the carbon footprint of concrete and reshaping the construction industry.
• Join a purpose-driven company recognized as one of the fastest-growing in Canada for three consecutive years.
• Competitive compensation, flexible health benefits, and a matching retirement savings program.
• Structured onboarding and hands-on training on our hardware, tools, and industry. You will not be expected to know concrete or IoT on day one.
• Significant opportunity for personal and professional growth as the Customer and Engineering Success team scales.

WHAT YOU WILL DO

Customer Success and Field Engagement

• Build trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads at customer sites, and act as their advocate inside Giatec.
• Serve as the main operational point of contact for customers rolling out or actively using MixPilot hardware, keeping them informed, unblocked, and successful.
• Conduct on-site visits across the United States and Canada to support installations, check system health, and lead customer training sessions.
• Turn field observations and customer feedback into actionable input for the Product, Engineering, and Operations teams.

Hardware Rollouts and Support

• Coordinate MixPilot hardware rollouts across customer accounts in North America, tracking milestones, removing blockers, and escalating risks before they affect the customer.
• Perform first-line troubleshooting of field hardware such as gateways, sensors, and accessories, and determine whether a device can be fixed on site or needs to come back for repair. Full training on our products is provided.
• Maintain a clear, current view of every active rollout and account in Salesforce, with consolidated visibility for leadership and cross-functional teams.

Inventory and Capacity Planning

• Own the hardware inventory picture, including receiving, counting, and reconciling stock, tracking units by serial number, and managing the returns process with the Hardware team.
• Keep an eye on demand versus available stock as the customer base scales, and work with Supply Chain, Operations, and Product to prevent shortages that would delay customer rollouts.
• Build simple dashboards and reports that show leadership how capacity, demand, and deployments are trending.

Reporting and Continuous Improvement

• Centralize hardware-related issues from the field, the support team, and customer channels into one structured tracking view.
• Compile weekly and monthly summaries on rollout status, hardware performance, and customer pain points, and translate the data into clear recommendations.
• Use AI tools to draft communications, synthesize site visit notes, speed up reporting, and spot patterns across accounts.

WHAT YOU BRING TO THE ROLE

Required

• Two or more years of professional experience in a customer-facing role, such as customer success, customer support, account management, field service, technical support, or operations coordination.
• Hands-on exposure to physical hardware or electronic devices in some form. This can come from IT or technical support, field service, telecom, lab equipment, or manufacturing. You should be comfortable opening up a device, know roughly what components like connectors, batteries, sensors, resistors, and capacitors are, and enjoy troubleshooting.
• A strong customer service mindset, with the ability to build trust with operational stakeholders and stay calm and constructive when things go wrong.
• Excellent verbal and written communication skills in English, including the ability to explain technical topics to non-technical audiences.
• Strong organizational skills, with experience keeping structured records and producing clear reports or summaries.
• Comfort using AI tools such as ChatGPT, Claude, or Copilot as part of daily work, or a demonstrated eagerness to build that habit quickly.
• A Bachelor's degree or college diploma in engineering, technology, business, supply chain, or a related field, or equivalent practical experience.
• Authorization to travel to the United States immediately upon hire, without the need for visa sponsorship or pre-employment immigration processing. This is a firm requirement for the role.
• Ability to work in a hybrid arrangement from the Ottawa, ON region.

Nice to Have

• Experience diagnosing electronics with tools such as a multimeter, or a background as an electronics or instrumentation technician.
• Experience with IoT devices, hardware deployment, or physical inventory management, including stock counts and SKU or serial-number tracking.
• Proficiency with CRM systems, ideally Salesforce, and tools such as Microsoft Teams, Outlook, and Excel.
• Experience in construction, ready mix concrete, manufacturing, or industrial operations.
• Familiarity with the operating rhythms of a SaaS or technology company.
• Additional languages, especially Spanish or French.

At Giatec, we believe that a diverse and inclusive workforce is critical to our success. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Giatec is committed to providing a barrier-free recruitment process. Accommodations and support are available upon request throughout the hiring process. If you require accommodation, please contact [e-mail]. All accommodation-related information will be kept confidential.