ECHO Robotics is seeking a Product Knowledge Specialist to become an expert in their robotic products, focusing on troubleshooting, education, and customer support to address the growing needs in the outdoor power equipment industry and environmental sustainability.
Requirements
- Strong understanding of electrical and mechanical systems.
- Willingness to learn and adapt to product changes including mechanical and software.
- Familiarity with HubSpot or other CRM tools.
- Advanced proficiency in Microsoft Office Suite
- Advanced proficiency in educational content creation.
Responsibilities
- Master the installation, usage, and troubleshooting of all products.
- Provide technical assistance through phone, email, and chat for all robotics products.
- Create and manage training materials, including PowerPoint presentations, online modules, and videos.
- Maintain the CRM for tickets and service knowledge base.
- Develop content to educate users and promote product features.
- Monitor product performance, identify trends in failures, and relay insights to the engineering team.
- Develop internal tools to enhance operations through automation, analysis, or improved workflows.
Other
- Full-time position offering potential hybrid work arrangements
- Up to 20% domestic and 5% international travel.
- Associate’s degree or higher in engineering/technical disciplines or equivalent experience.
- Advanced proficiency in written/verbal communication
- Serve as the main communication hub for customers, redirect issues as needed, and maintain a ticketing system to track resolutions.
