Field-Based Customer Success Specialist – Pilot & Training

West Coast Reduction Ltd.; Vancouver; Hybrid; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Extended health benefits

RRSP matching

Comprehensive benefits package

Training & development

Job summary

West Coast Reduction Ltd. is hiring a Customer Success Specialist to drive Beyond Oil pilots, onboarding and ongoing customer support for restaurant and commercial kitchen clients in the Lower Mainland and BC.

You will work closely with installers, kitchen teams and Redux partners to ensure smooth adoption and program success. Travel across Metro Vancouver and BC is expected; a valid driver’s license is required.

Qualifications

• 2–5 years of sales experience, preferably B2B in hospitality, foodservice, or CPG.
• Strong understanding of commercial kitchen operations, fryer workflows, oil filtration or straining practices and safe handling procedures.
• Proven success in cold calling, prospecting, and closing new business.
• Confident in delivering persuasive sales pitches and handling objections.
• Highly organized, dependable and able to manage multiple customer visits, trials, follow-ups and reporting requirements.
• Strong communication skills with the ability to influence decision-makers.
• Valid driver’s license and reliable transportation for travel within territory.
• Available for regular travel throughout Metro Vancouver and the Lower Mainland, with occasional overnight travel throughout British Columbia and across Canada to support key customer pilots, training, rollouts and national-account requirements. Occasional travel elsewhere in North America may also be required
• Flexibility to work evenings or weekends for key customer meetings or trials.
• Ability to lift and carry product samples, testing equipment and training materials (up to approximately 25 lbs)

Responsibilities

• Support a portfolio of restaurant and commercial kitchen customers across the Lower Mainland and broader BC market.
• Maintain close day-to-day collaboration with the Regional Manager of Redux Services, Beyond Oil Sales Representatives and WCRL operations teams.
• Build credibility and rapport with customer contacts by providing dependable, practical and hands-on support.
• Address customer questions and help troubleshoot implementation or service issues, escalating to the appropriate sales, collection, operations or management teams when required.
• Maintain accurate and up-to-date customer records, visit notes, trial data and follow-up actions in the CRM and other required systems.
• Represent Beyond Oil, Redux and WCRL professionally at customer meetings, new account launches, training sessions and industry events as directed.
• Plan, coordinate and carry out Beyond Oil POC trials and onboarding visits for new customer locations.
• Conduct site assessments to understand fryer configurations, oil-management practices, kitchen workflows, operating constraints and customer readiness.
• Coordinate the product, testing equipment, trial materials and training resources required for each implementation.
• Deliver Beyond Oil product, samples and trial materials to customer sites as required for pilots, launches and time-sensitive customer support.
• Support hands-on trial execution, including fryer preparation, oil straining or filtration, dosing, TPM testing, data collection and observation of kitchen procedures.
• Deliver practical training and train-the-trainer sessions for kitchen leaders and back-of-house teams on proper Beyond Oil usage and safe handling procedures.
• Ensure customer teams understand the required operating routines, responsibilities and performance expectations before the trial or rollout is completed.
• Track pilot progress, document results and communicate implementation status, risks and next steps to Redux leadership and the responsible Sales Representative.
• Complete post-pilot follow-up and support a clear handoff into ongoing customer adoption and service.
• Conduct scheduled customer visits and follow-ups to reinforce correct product usage, operating routines and the value delivered by Beyond Oil and Redux programs.
• Monitor customer adoption, satisfaction and performance indicators, and identify early signs of disengagement or implementation risk.
• Help resolve product-use, training and service issues in the field by clarifying the problem, coordinating the appropriate solution and following up to confirm resolution.
• Support multi-location rollouts, refresher training and new site launches as directed.
• Collect and relay customer feedback to support improvements to the product, training materials, implementation process and overall customer experience.
• Identify potential account-expansion or sales opportunities and refer them to the responsible Sales Representative or Redux leader (this role does not have primary responsibility for prospecting or closing new business).

Skills

Sales experience

Cold calling

Communication skills

Travel readiness

Driver's license

Job description

West Coast Reduction Ltd. is hiring a Customer Success Specialist to drive Beyond Oil pilots, onboarding and ongoing customer support for restaurant and commercial kitchen clients in the Lower Mainland and BC.

You will work closely with installers, kitchen teams and Redux partners to ensure smooth adoption and program success. Travel across Metro Vancouver and BC is expected; a valid driver’s license is required.