Field Hardware Solutions & Customer Success Specialist

Giatec; Ottawa; Hybrid; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Flexible health benefits

Matching retirement savings program

Job summary

Giatec is seeking a Customer Success and Solutions Specialist to join the team behind MixPilot, our IoT hardware platform for the ready-mix concrete industry. You will deploy hardware, support installations, and ensure customer success across North America from our Ottawa headquarters.

You will work with a hybrid schedule, travel to customer sites in the US and Canada, and collaborate with the Customer and Engineering Success teams to drive product improvements.

Qualifications

• Minimum 2 years in a customer-facing role.
• Hands-on exposure to hardware or electronics.
• Strong customer service mindset and ability to build trust with stakeholders.
• Excellent verbal and written communication in English.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Build trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads.
• Serve as main point of contact for customers rolling out MixPilot hardware.
• Conduct on-site visits across the United States and Canada for installations and training.
• Turn field observations and customer feedback into input for Product, Engineering, and Operations teams.
• Coordinate MixPilot hardware rollouts across North America, tracking milestones and removing blockers.
• Perform first-line troubleshooting of field hardware and determine repair needs.
• Maintain a clear view of active rollouts in Salesforce and provide leadership visibility.
• Centralize hardware issues and produce weekly/monthly rollout summaries and recommendations.

Skills

Customer success

Communication

Hardware troubleshooting

Project coordination

AI tools usage

Education

Bachelor's degree or college diploma (engineering/technology/business)

Tools

Salesforce

Excel

CRM systems

Job description

Giatec is seeking a Customer Success and Solutions Specialist to join the team behind MixPilot, our IoT hardware platform for the ready-mix concrete industry. You will deploy hardware, support installations, and ensure customer success across North America from our Ottawa headquarters.

You will work with a hybrid schedule, travel to customer sites in the US and Canada, and collaborate with the Customer and Engineering Success teams to drive product improvements.