Technical Customer Success Manager - United Kingdom (North/South)

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Do you want to be part of a young, dynamic and innovative technology company and help us expand our engineering services to our industrial customers in Spain with your practical experience in asset maintenance and performance optimization? Please continue reading!

About Samotics

Samotics is an innovative leader in the field of Condition-Based Maintenance, headquartered in Leiden, Netherlands, since its inception in 2015. Our groundbreaking SAM4 technology positions us at the forefront of the industry, revolutionising the maintenance of electric motors and driven equipment, such as pumps, conveyors, and fans.

At the core of SAM4 is our advanced use of electrical signature analysis combined with artificial intelligence. This powerful blend enables us to deliver critical insights and alerts to the maintenance, operations, and energy teams of industrial companies. Our goal is to empower these teams to preempt asset failure, eliminate costly unplanned downtime, enhance performance, and minimise energy consumption of essential assets. This focus on energy efficiency is a cornerstone of our commitment to sustainability, helping companies achieve their environmental goals alongside operational excellence.

A testament to our versatility and impact, Samotics' products and services are effectively deployed across a diverse range of industries, including Water and Waste Water utilities, Energy, Chemicals, Pharma, and Metals & Mining. This wide-ranging applicability underscores our technology's flexibility and the universal value it provides in enhancing operational efficiency, sustainability, and reliability across sectors.

Our team is youthful, driven, and takes immense pride in the impact our product and services have on our customers. At Samotics, we are committed to a proactive approach-choosing to Act rather than React, in alignment with our company ethos.

With a growing client base in Spain and other Spanish speaking countries, we are dedicated to expanding our local presence to offer unparalleled service levels. As a local Technical Customer Success Manager, you'll focus on helping our customers adopt our technology in their day-to-day operations, eliminate unplanned downtime and optimise performance of their assets.

Join us in our journey to set new standards in industrial maintenance and to make a lasting positive impact on businesses worldwide.

About the team

As a technical Customer Success Manager, you'll join our wider UK organisation, serving as our primary technical point of contact for clients across multiple sectors. Your role is crucial in enabling customers to maximise the value from our SAM4 condition-based maintenance system. Ideal candidates will be already based within the United Kingdom and have experience within UK utilities, manufacturing or wider industry. This role will be geographically set covering either the North or South regions of the United Kingdom.

Your key responsibilities will include supporting our customers' technical teams on-site in getting value from our product, which means to install the SAM4 hardware, realise energy savings by optimising asset setup and performance and address potential upcoming failures detected by SAM4. In addition, you'll help the project leads at our customers setting up the right processes, roles and responsibilities to integrate SAM4 notifications into their daily operations.

As the local technical CSM you'll develop relationships with our customers at multiple levels, build endorsement for our product and maximise value for our customers.

Your challenge

• To work with our Leiden based teams to drive best in class service for our clients, representing our "Act instead of react" ethos.
• To take ownership of the direct contact with relevant stakeholders at our customers to plan and prepare site visits to troubleshoot and provide diagnostic support following SAM4 notifications.
• Setup processes, roles and responsibilities with the project lead from the customer in order to integrate SAM4 notifications into their daily operations
• Inspect, perform root cause analysis and advise on maintenance interventions on assets' drivetrain components upon SAM4 notifications for upcoming failures (incl. visual inspection, vibration analysis, ...) at client locations across the UK.
• Support customers and customers' framework partners in installation and troubleshooting of SAM4 hardware on site.
• Understand the SAM4 technology and incident notifications and interpret the implications of the Asset Reliability Specialist's analysis of SAM4 data.
• Document and report on findings of site visits in the SAM4 tooling, providing key lessons learned & diagnostic reports for our customers including suggested interventions.
• Manage relationships with customers' maintenance and operations teams.
• Manage relationships with customers' framework partners for installation and asset maintenance.
• Represent the Samotics brand at all times.
• Follow all health and safety regulations set by our customers while being on site.

What you'll bring •

Qualifications required

• At least level 3 Apprenticeships (ideally HND or HNC)
• 5-10 years experience in maintenance, engineering or operation of industrial equipment such as electric motors, gearboxes, drives, pumps
• Understanding of Condition Based Maintenance strategies, technologies and execution
• UK driving licence

Qualifications desired

• Experience in Water and/or Waste Water asset maintenance or operations
• Experience and/or certification for Vibration analysis or other condition monitoring techniques e.g. ISO 18436
• Digitally savvy, with a good understanding of IoT devices, set ups and communication

Competencies

• Driven
• Pragmatic
• Open
• Team Player
• Effective communication
• Problem solving
• Decision making
• Customer orientation

What we offer

• Annual base salary of between £40-50k
• Statutory annual leave entitlement of 28 days
• Vibrant and professional company culture based on freedom and responsibility
• Training and development opportunities
• Private health insurance
• Life insurance
• Pension: a generous employer contribution
• Generous parental leave arrangements
• Quarterly paid visit to our headquarters in Leiden, NL
• Flexible working hours

Ready to join? Apply now!
We believe that diversity and inclusion are crucial to fostering innovation and creativity. Research shows that there is a tendency among women and individuals from underrepresented communities to apply for vacancies only when they meet all of the listed qualifications. If this role excites you, but you're not sure whether you meet all the criteria, we would still encourage you to apply. Individuals of all backgrounds, genders, and communities are welcome :)