Customer Success and Solutions Specialist, Hardware Operations

Giatec

Customer Success and Solutions Specialist at Giatec managing hardware rollouts and providing operational support. Engaging with customers and leveraging AI tools for operational efficiency.

Posted 5/21/2026full-timeOttawa • 🇨🇦 CanadaMid-LevelSenior💰 CA$60,000 - CA$95,000 per yearWebsite

About the role

Key responsibilities & impact

Own the end-to-end coordination of MixPilot hardware rollouts across customer accounts in North America.
Act as the central operational point of contact for both new deployments and active hardware accounts.
Provide ongoing operational support to customers already running on Giatec hardware.
Maintain a clear view of every active rollout and in-life account in Salesforce.
Maintain visibility on hardware inventory levels, forecasting demand against the active and projected customer pipeline.
Build and maintain dashboards that surface capacity versus demand trends.
Centralize hardware-related issues from the field into a single tracking framework.
Compile weekly and monthly reports on rollout status and hardware performance.
Build and maintain trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads.
Leverage AI tools to accelerate operational reporting and customer communications.
Collaborate with the broader Customer and Engineering Success team.

Requirements

What you’ll need

Three to five years of professional experience in a customer-facing operational role.
Bachelor's degree in Engineering , Business, Operations Management, Industrial Engineering, Supply Chain, or a related field.
A strong customer service and advocacy mindset, with the demonstrated ability to build trust and credibility.
Practitioner-level comfort with AI tools in daily work, including large language models, AI copilots, and prompt-engineered workflows.
Strong organizational and reporting skills, with experience compiling structured reports and translating data into recommendations.
Proficiency with CRM systems (Salesforce preferred) and modern collaboration tools such as Microsoft Teams, Outlook, and Excel.
Excellent verbal and written communication skills in English. Additional languages are a strong asset.
Authorization to travel to the United States immediately upon hire, without the need for visa sponsorship.

Benefits

Comp & perks

Competitive compensation
Flexible health benefits
Matching retirement savings program
Significant opportunity for personal and professional growth

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational supportreporting skillsdata analysiscustomer advocacyAI toolslarge language modelsprompt-engineered workflowsCRM systemsSalesforcedashboard creation

Soft Skills

customer service mindsettrust buildingcredibilityorganizational skillscommunication skillscollaborationrelationship managementproblem-solvingadaptabilityattention to detail