Customer Success and Solutions Specialist, Hardware Operations

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    "datePosted": "2026-05-20",
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    "description": "<p><span><span>Giatec Scientific Inc. is seeking a hands-on, operationally minded Customer Success and Solutions Specialist to anchor the hardware side of our customer-facing operations. This is not a traditional support role. It is a coordination and execution role at the intersection of customer success, hardware deployment, and operational reporting, with direct visibility into how </span><span>Giatec’s</span><span> IoT technology is deployed, supported, and scaled across new and active customer accounts.</span></span><span> </span></p>\n<p><span><span>The ideal candidate brings a strong customer service and customer success orientation, </span><span>has owned</span><span> operational outcomes in a professional setting, and is comfortable navigating both field realities and back-office systems. You will serve as the central operational hub for both new hardware rollouts and the ongoing support of customers already running on Giatec technology, owning the deployment cadence, the stock and capacity picture, the day-to-day health of in-life deployments, and the consolidated reporting that leadership relies on to make decisions.</span></span><span> </span></p>\n<p><span><span>Giatec operates with an AI-first mindset. You will be expected to leverage AI as a core part of how this work gets done, from analysis and reporting through to customer communications and operational decision-making.</span></span><span> <br><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>WHY JOIN GIATEC?</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Play a central role in deploying </span><span>MixPilot</span><span>, the hardware platform of Giatec for the </span><span>ready mix</span><span> industry, alongside the broader Giatec portfolio as the team scales.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Work with a creative, driven team that is passionate about reducing the carbon footprint of concrete and reshaping the construction industry.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Join a purpose-driven company recognized as one of the fastest-growing in Canada for three consecutive years.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Competitive compensation, flexible health benefits, and a matching retirement savings program.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Significant opportunity for personal and professional growth as the Customer and Engineering Success team scales.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>WHAT YOU WILL DO</span></span></span><span> </span></p>\n<p><br></p>\n<p><span style=\"font-weight: bold\"><span><span>Hardware Rollout and Active Account Support</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Own the end-to-end coordination of </span><span>MixPilot</span><span> hardware rollouts across customer accounts in North America, ensuring deployments progress on schedule and within scope.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Act as the central operational point of contact for both new deployments and active hardware accounts, tracking milestones, monitoring system health, removing blockers, and escalating risks before they impact the customer experience.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Provide ongoing operational support to customers already running on Giatec hardware, working to ensure that the system continues to deliver value beyond the initial rollout.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Maintain a clear, current view of every active rollout and in-life account in Salesforce, with consolidated visibility for leadership and cross-functional teams.</span></span><span> <br></span><br></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Stock, Capacity, and Demand Management</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Maintain visibility on hardware inventory levels, including gateways, sensors, and accessories, forecasting demand against the active and projected customer pipeline.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Partner with Supply Chain, Operations, and the Product team to anticipate capacity gaps and prevent stockouts that would jeopardize customer rollouts.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Build and maintain dashboards </span><span>that</span><span> surface capacity versus demand trends, </span><span>support </span><span>procurement, </span><span>and</span><span> product decisions.</span></span><span> <br></span><br></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Issue Centralization and Reporting</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Centralize hardware-related issues from the field, the support team, and customer-facing channels into a single, structured tracking framework.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Compile weekly and monthly reports on rollout status, hardware performance, customer pain points, and corrective actions. Translate raw data into clear narratives for senior leadership.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Identify patterns across customer accounts that point to systemic hardware issues, training gaps, or process improvements, and bring forward recommendations.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Customer Advocacy and Field Engagement</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Build and maintain trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads. Act as their advocate inside Giatec.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Conduct on-site visits across the United States and Canada to support installations, conduct hardware risk assessments, and lead customer training sessions.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Translate field observations into actionable feedback for the Product, Engineering, and Operations teams.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>AI-Driven Operations and Tooling</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Leverage AI tools, including large language models, AI copilots, and prompt-engineered workflows, to accelerate operational reporting, stock and demand analysis, and the production of executive-ready summaries.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Use AI to draft customer communications, synthesize site visit notes, and surface patterns across active accounts faster than manual review allows.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Identify opportunities to embed AI into rollout coordination, active account support, and hardware operations workflows, in partnership with the Software counterpart and the broader Customer and Engineering Success team.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Cross-Functional Collaboration</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Work closely with the broader Customer and Engineering Success team, the Sales team, the Product team, and the internal Hardware team to ensure customers experience a single, coherent Giatec across hardware, software, and service.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Partner with the Sales team to ensure smooth handoffs from opportunity to deployment and to support renewal and expansion conversations.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>WHAT YOU BRING TO THE ROLE</span></span></span><span> <br><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>Required</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Three to five years of professional experience in a customer-facing operational role. Relevant backgrounds include customer success, customer service, technical operations, supply chain coordination, deployment management, or hardware support.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Bachelor’s degree in Engineering</span><span>, Business, Operations Management, Industrial Engineering, Supply Chain, or a related field. Equivalent professional experience will be considered.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>A strong customer service and advocacy mindset, with the demonstrated ability to build trust and credibility with operational stakeholders.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Practitioner-level comfort with AI tools in daily work, including large language models, AI copilots, and prompt-engineered workflows, applied to reporting, communication, and analysis.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong organizational and reporting skills, with experience compiling structured reports and translating data into recommendations.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Proficiency with CRM systems (Salesforce preferred) and modern collaboration tools such as Microsoft Teams, Outlook, and Excel.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Excellent verbal and written communication skills in English. Additional languages are a strong asset.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span>Must be authorized to travel to the United States as a condition of employment. This is a non-negotiable requirement of the role.<br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Preferred</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Experience in the construction industry, the </span><span>ready mix</span><span> concrete sector, manufacturing, or industrial hardware operations.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience with IoT hardware deployment, field service operations, or hardware inventory management at scale.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Familiarity with the operating rhythms of a SaaS or technology company.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>A proven track record of contributing to operational improvement initiatives based on customer or field insight.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Bilingual in Spanish and English is a strong asset.</span></span><span> <br><br></span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>ABOUT GIATEC</span></span></span><span> </span></p>\n<p>Giatec Scientific Inc. is a global leader in smart concrete testing technologies, bringing real-time data, AI, and IoT solutions to jobsites worldwide. Our core products - SmartRock®, SmartMix®, and MixPilot® - support the full concrete lifecycle, from mix design and production to placement and performance monitoring, helping teams improve quality, efficiency, and sustainability while reducing concrete’s carbon footprint.</p>\n<p>Giatec solutions have been used on 15,000+ projects across 85+ countries, and we’ve been recognized as one of Canada’s fastest-growing companies for three consecutive years. We believe our people are key to our success and are always looking for curious, driven individuals to help shape the future of construction technology.</p>\n<p><span><br></span></p>\n<p><span style=\"font-weight: bold\"><span><span>HOW TO APPLY</span></span></span><span> </span></p>\n<p>Even if you don’t meet every requirement, we encourage you to apply - we value diverse experiences and would love to learn more about you. Please submit your resume and cover letter outlining your interest in the role. Applications are reviewed by our Talent Acquisition team; due to application volume, response times may vary. We appreciate your interest to be part of Giatec and understanding on this matter.</p>\n<p> </p>\n<p>At Giatec, we believe that a diverse and inclusive workforce is critical to our success. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Giatec is committed to providing a barrier-free recruitment process. Accommodations and support are available upon request throughout the hiring process. If you require accommodation, please contact [email protected]. All accommodation-related information will be kept confidential.</p>\n<p> </p>\n<p>AI-enabled tools may be used to support parts of the recruitment and screening process.</p>",
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