Support Specialist, Pilot

3 weeks ago

Herndon, United States Liquid Robotics Full time

Description

Support Specialist, Pilot Liquid Robotics is currently seeking a Support Specialist, Pilot to join our team of technicians who are engaged in the global operation of autonomous robotic vehicles. This role is an integral part of our fast-growing and dynamic organization. The selected candidate will qualify as a Wave Glider operator (pilot-in-charge), mission administrator, and technical service professional, reporting directly to our Wave Glider Operations Center. Responsibilities include providing ongoing mission support for our worldwide fleet of autonomous surface vehicles (ASVs) and delivering customer service support to both external clients and internal field operations personnel. This is a remote position. Primary Responsibilities: Act as the Pilot-in-Charge for active missions, ensuring that all Mission Success criteria are achieved. Offer front-line support for incoming customer inquiries. Facilitate Field and Engineering/Test Operations deployments. Oversee event escalation processes. Prepare ad-hoc reports as needed to support project requirements. Maintain exemplary records and documentation. Contribute to the development of best practices and process improvements. Applicant Requirements: Strong commitment to customer service, emphasizing the delivery of an exceptional customer experience and operational excellence. Proficient in computer-based graphical user interface (GUI) interactions for extended periods, with a keen attention to detail. Demonstrated ability to utilize scripted software commands effectively. Capable of reading and interpreting nautical charts and utilizing mapping software. Possesses an understanding of the marine environment and the complexities associated with oceanic conditions. Familiar with autonomous and robotic systems. Knowledgeable about solar and battery-powered systems. Committed to following operational protocols and rapidly adapting to change management initiatives. Excellent written and verbal communication skills, with a strong focus on detail. Experienced in case/ticket management processes and escalation protocols. Ability to work flexible schedules, including non-standard shifts, and independently for prolonged periods. Capable of collaborating effectively with employees at all levels, across various functions, as well as with external stakeholders. Skilled in recognizing and executing tasks that may require innovative and creative approaches. Proactive in taking initiative with minimal supervision to achieve business objectives. Proven experience in resolving complex problems through thorough evaluation and sound judgment. Familiar with ERP, CRM, and various business operating applications. A minimum of one year of relevant operational or call center experience is required; two to three years of experience is preferred. A Bachelor of Arts or Sciences degree is required, or equivalent experience. Desired Expertise and Skills:  Experience in a technical support center. Preference for candidates with Marine Operations experience. Familiarity with high-availability web applications. Shift Details 12-hour shift, 10pm-10am EST, 3 day on / 4 day off; 4 day on / 3 day off rotation 

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