Technical Service Manager, CX

WHILL Inc.

With roots in both Silicon Valley and Japan, WHILL [https://whill.inc/us/] was established in 2012 with the goal of building a mobility platform for short-distance travel. The vision was simple and clear: provide people with access to innovative and well-designed personal mobility solutions that could be used comfortability whenever needed. With the launch of the WHILL Model A in 2014, the company redefined the perception of mobility devices through design and innovation. From personal mobility devices to fleet management and autonomous solutions, today WHILL is at the forefront of personal transportation.

Mission - Deliver Fun and Innovative Mobility for All

The WHILL organization in North America has 2 primary lines of business:

• Mobility Services -includes the autonomous, on-site fleet lease, and individual short-term rental services.
• Mobility Sales -includes sale of new products through brick-and-mortar retail, online, and alternative product distribution channels.

Job Title: Technical Service Manager, Customer Experience Group, WHILL Autonomous Service North America

Location: Remote work with a 40%-50% travel component / US-based position

Reports to: Vice President of Customer Experience Group

The Technical Service Manager of the Customer Experience Group will be a driver for making sure the WHILL Autonomous Service is well supported and maintained across the US and Canada. WHILL designs and develops both the hardware and software that form the service. The WHILL Autonomous Service device has sensors and cameras allowing it to provide safe and comfortable rides for passengers who may have a hard time walking long distances at facilities such as airports. Our clients can monitor the service remotely on the fleet management portal we provide. The scope of this role includes delivering the highest quality technical support services to our clients as well as developing manuals and SOPs to improve processes. This position will work closely with various teams across the US as well as the engineering team based in Tokyo, Japan. The Technical Service Manager will report directly to the Vice President of Customer Experience Group in North America.

Responsibilities:

Deliver high quality, timely technical support services to our clients, which often requires a visit to the service site (e.g. airports). Troubleshoot issues by identifying root causes and developing appropriate solutions to recover the service. Deliver support services in the most efficient way possible while communicating effectively with the client and relevant stakeholders. Technical support includes both onsite hardware repair and remote software updates which the engineering team in Japan prepares.

Report issues and the actions taken internally to help support the continuous improvement of our hardware, software, and system. Work closely with the Quality Assurance (QA) team in Japan.

Conduct regular maintenance/check-ups at our client sites. Monitor and manage calendars for regular check-ups at each site and work with team members to ensure timely execution of visits. Monitor and manage device and parts inventory working with our warehouse/logistics team.

Develop SOPs/manuals on repair and technical support; improve the technical service processes where needed. As we grow our business, we may encounter new types of challenges and/or need to further streamline our processes to better support our clients in a timely manner. Identify the areas for improvement or where SOPs are lacking and drive enhancements/improvements/corrections. Work closely with the Development, Engineering, and QA teams in Japan as well as our customer support teams in other regions of the world.

Gather feedback and identify improvements that we can make to the Autonomous Service. Share this information with the cross-functional teams in North America and in Japan and provide support to those teams as needed.

Qualifications:

• Bachelor's degree or equivalent. Knowledge of Python and Linux a plus.
• 6+ years of work experience, including at least 3 years in technical support or customer support
• 2+ years of experience and basic knowledge of autonomous driving devices or other automated robotics.
• Experience in aviation/airport operations a plus
• Ability to effectively communicate with both technical and non-technical teams internally.
• Exceptional client facing communication and interpersonal skills
• Strong analytical and problem-solving skills with proactive approach
• Ability to work collaboratively with cross-functional teams
• Demonstrated ability to drive results in a fast-paced, dynamic, start-up like environment.