Customer Success and Solutions Specialist, Hardware Operations

Giatec Scientific Inc. • Ottawa, ON

38d • CA$55,000 - CA$95,000 • Hybrid

About The Position

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 Giatec’s IoT technology is deployed, supported, and scaled across new and active customer accounts. The ideal candidate brings a strong customer service and customer success orientation, has owned 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. 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.

Requirements

• 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.
• Bachelor’s degree in Engineering, Business, Operations Management, Industrial Engineering, Supply Chain, or a related field. Equivalent professional experience will be considered.
• A strong customer service and advocacy mindset, with the demonstrated ability to build trust and credibility with operational stakeholders.
• 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.
• 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.
• Must be authorized to travel to the United States as a condition of employment. This is a non-negotiable requirement of the role.

Nice To Haves

• Experience in the construction industry, the ready mix concrete sector, manufacturing, or industrial hardware operations.
• Experience with IoT hardware deployment, field service operations, or hardware inventory management at scale.
• Familiarity with the operating rhythms of a SaaS or technology company.
• A proven track record of contributing to operational improvement initiatives based on customer or field insight.
• Bilingual in Spanish and English is a strong asset.

Responsibilities

• Own the end-to-end coordination of MixPilot hardware rollouts across customer accounts in North America, ensuring deployments progress on schedule and within scope.
• 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.
• 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.
• Maintain a clear, current view of every active rollout and in-life account in Salesforce, with consolidated visibility for leadership and cross-functional teams.
• Maintain visibility on hardware inventory levels, including gateways, sensors, and accessories, forecasting demand against the active and projected customer pipeline.
• Partner with Supply Chain, Operations, and the Product team to anticipate capacity gaps and prevent stockouts that would jeopardize customer rollouts.
• Build and maintain dashboards that surface capacity versus demand trends, support procurement, and product decisions.
• Centralize hardware-related issues from the field, the support team, and customer-facing channels into a single, structured tracking framework.
• 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.
• Identify patterns across customer accounts that point to systemic hardware issues, training gaps, or process improvements, and bring forward recommendations.
• Build and maintain trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads. Act as their advocate inside Giatec.
• Conduct on-site visits across the United States and Canada to support installations, conduct hardware risk assessments, and lead customer training sessions.
• Translate field observations into actionable feedback for the Product, Engineering, and Operations teams.
• 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.
• Use AI to draft customer communications, synthesize site visit notes, and surface patterns across active accounts faster than manual review allows.
• 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.
• 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.
• Partner with the Sales team to ensure smooth handoffs from opportunity to deployment and to support renewal and expansion conversations.

Benefits

• Competitive compensation
• flexible health benefits
• a matching retirement savings program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level