Trenching and Excavation Safety Taskforce (TEST)

Support Engineer

• Provide technical support to customers via phone, email, or chat by diagnosing product issues and guiding through troubleshooting steps.
• Use prior hands-on repair experience to ensure accurate and practical solutions.
• Document customer interactions, reported issues, and resolutions in the system.
• Advise customers on service and repair options, including warranty-related processes.
• Coordinate with service centers when an in-person repair or replacement is required.
• Maintain service quality by adhering to customer satisfaction and response time standards.
• Handle incoming customer inquiries related to product performance and repair needs.

Technical Support Specialist – Service Center

Sales

• Develop sales opportunities with mainstream foodservice accounts, prioritizing local franchises
• Identify potential customers through market research and cultivate new business opportunities
• Manage complete sales cycle from prospecting to closing; ensure consistent achievement of sales targets
• Pursue new placement opportunities to create incremental growth
• Build and maintain strong relationships with existing food service accounts; primary point of contact
• Support and promote client through product demonstrations, trainings, targeted sampling, and end-user engagement
• Proactively handle product-related claims to address and satisfy customer needs
• Deliver product introduction presentations to distributor sales teams and regional restaurant chains
• Represent the company at trade association meetings, food shows, and tradeshows
• Travel to New Jersey office and manufacturing facility near Philadelphia as needed

Regional Foodservice Sales Manager

Customer Support

• Provide premium service experiences to customers of high-end products
• Resolve customer inquiries and troubleshoot technical product issues across phone, email, chat, and SMS
• Analyze workflows, identify process gaps, and recommend improvements to enhance team efficiency and customer satisfaction
• Monitor trends in customer concerns to proactively inform operational decisions
• Collaborate with internal teams and stakeholders to drive process enhancements
• Support onboarding and education for new product owners
• Participate in client discussions and provide insights on service performance and operations

Customer Experience Analyst

Technical Program Manager

• Lead technical programs from concept to delivery, ensuring projects are on time, within scope, and on budget
• Define customer product and service strategy for Kuiper services across various customer verticals
• Manage the entire product life cycle from strategic planning to tactical execution
• Own the successful delivery of products and capabilities to partners and customers and make high-judgment trade-offs with leadership
• Work closely with R&D engineering team in Korea and collaborate with architecture, hardware, and software teams on cross-functional deliverables
• Create project plans (concept to mass production) for Gateway Antenna development and ensure schedule, cost, and quality requirements are met
• Drive engineering project execution, facilitate technical trade-offs, track status, and resolve blocking issues
• Coordinate with vendors, distributors, contract manufacturers, and external development partners for procurement, delivery tracking, and integration
• Serve as primary technical point of contact for customers, deliver presentations, manage expectations, and lead negotiations
• Develop high-quality engineering documentation and translate complex technical information into clear narratives
• Host and arrange logistics for multi-party technical and business events (kick-off meetings, design reviews, FAT)
• Assist/support field issues, including travel to customer sites if needed
• Proactively identify, assess, and mitigate technical and program risks; maintain detailed project schedules, management weekly reports, and dashboards
• Responsible for launch plan and enablement, establishing goals and review metrics, and researching opportunities to innovate for customers
• Support in-field test and validation of various UT systems and manage documents library (specifications, design packages, meeting minutes)

Technical Support Specialist – Service Center

Regional Foodservice Sales Manager

Customer Experience Analyst

Senior Technical Program Manager, Korean-English Bilingual