The opportunity
Infravision is looking for a Product Support Lead who will perform a pivotal role in ensuring the success and satisfaction of our internal and external customers by providing comprehensive support for our products in India. The position serves as a central point of contact for operational customers, technical support, and issue resolution, working closely with internal teams to address customer needs promptly and effectively. The ideal candidate will possess strong communication skills, exceptional attention to detail, and a proactive approach to problem-solving.
About Infravision
Infravision is a high growth technology enabled services company specializing in aerial robotics and software solutions for the transmission industry with a focus on increasing grid capacity and automating power line construction. Infravision’s mission is to deliver solutions to modernize and decarbonise the power grid and accelerate the world’s transition to renewable energy transition. Trusted by some of the world’s largest electric utility companies, Infravision’s technologies and services are at the cutting edge of transmission and power grid modernization and digitisation. This is an exciting time to join Infravision as we are scaling our business globally. Infravision operates across Australia, the United States of America and most recently India. There are lots of opportunities for you to have an influence and impact from day one. At Infravision we aim to have a positive impact on our people, customers and the environment.
Why work for Infravision
- Join a mission driven organization and make a meaningful impact on climate change and decarbonising the global electric grid.
- Competitive salary and benefits.
- Equity Ownership. Our employees are able to participate in the Company’s employee share option plan and share in the benefits of growing a successful technology company.
- Collaborative and energizing environment. We have an enjoyable, dynamic and collaborative work environment.
What you’ll do
Reporting to the Head of Manufacturing you will be responsible for:
- Customer Support
- Perform as the primary point of contact for our operations customer inquiries, troubleshooting requests, and product-related issues.
- Respond to requests and enquiries via email, phone, or chat in a timely and professional manner, providing accurate and helpful information.
- Coordinate with internal teams, including technical support, sales, and engineering, to address concerns and resolve issues promptly.
- Product Development
- Provide technical assistance and guidance on product installation, operation, maintenance, and troubleshooting.
- Collaborate with technical support engineers to diagnose and troubleshoot complex technical issues, escalating as needed to ensure timely resolution.
- Support ongoing product development working with product development teams, providing feedback on key product development and manufacturing decisions.
- Product Processing and Logistics
- Coordinate product processing, including internal order processing, shipment tracking, and delivery coordination, to ensure timely and accurate delivery of product with both internal and external product suppliers.
- Work closely with logistics partners and internal stakeholders to expedite shipping and resolve any issues related to product delivery.
- Documentation and Training
- Develop and maintain product support documentation, including user manuals, troubleshooting guides, knowledge base information, to assist customers and internal teams.
- Support product training sessions for customers, sales representatives, and other stakeholders to enhance product knowledge and support capabilities.
- Coordinate and manage all documentation associated with external manufacture and supply.
- Quality Assurance
- Monitor internal feedback and satisfaction levels to identify areas for improvement and implement corrective actions as needed.
- Support the implementation of Infravision quality assurance standards with external suppliers and manufacturers.
- Cross-Functional Collaboration:
- Collaborate with cross-functional teams, including product development, quality assurance, marketing, and sales, to communicate customer feedback, identify product improvement opportunities, and drive continuous improvement initiatives.
What we are looking for
Required Qualifications and Experience
- Bachelor's degree in Business Administration, Industrial Engineering, or related field.
- Previous experience in customer support, technical support, or product manufacture and development roles.
- Strong communication skills, both written and verbal, with the ability to effectively communicate technical information to non-technical audiences.
- Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Ability to work independently and collaboratively within a team environment.
- Problem-solving skills and ability to think creatively to find solutions to customer issues.
- Experience in the manufacturing, technology, or engineering industry is a plus.
- Good knowledge of Quality management standards and application of ISO quality systems.
Next Steps
Click on the Apply button to start your journey and join the Infravision team today.
Find out more about Infravision
If you'd like to delve deeper into the world of Infravision, we invite you to stay connected with our latest updates, news, and insights by following our social media channels and visiting our website https://infravision.com.au/.
Diversity and inclusion
At Infravision, diversity and inclusion are integral to our culture. We welcome applicants from all backgrounds, fostering an inclusive environment where unique perspectives are valued. Our competitive compensation package, including Employee Share Options, reflects our commitment to recognising and rewarding talent.
We support flexible work arrangements for a harmonious work-life balance.
Infravision is a proud veteran employer, with up to 40% of our workforce being from former armed forces backgrounds.