Service Manager

Mojix, US – www.mojix.com

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Service Manager

Mojix, US

Mojix, a tech firm headquartered in LA, is looking for a Service Manager for its US office, to support our projects. Leader in its segment of the IoT, Mojix is revolutionizing operational processes in the Luxury, Retail, and Food industry sectors. If you’re passionate about technology and innovation, take part in the adventure! Apply now.

Your mission

You belong to our Customer Success Team, and report to our Retail Program Director.

  • Customer Service Management
    • During Project design and build, you work as a strong tandem with the assigned Project Manager:
      • Support Project Manager and/or 3rd party Partners during deployment of the solution with technical configurations & onsite installation/acceptance & hyper care tasks
      • Responsible for Customer onboarding & training – ensure continuous Product adoption
    • Once Project GO live declared, you are the Customer Success main point of contact for Customers and: 
      • Escalation point for critical Support issues resolution
      • Provide assistance to troubleshoot/resolve any technical issues & respond to customer-related inquiries
      • Collect/challenge/prioritize change requests and submit to Business Solution & Product Teams
      • Prepare/organize/lead Customer Services review
  • Team Management
    • Contribute to Customer Success Team governance (Reporting, Team meetings animation, workshops organization, …)
    • for Senior Service Managers: Coach & mentor junior Service Managers – if applicable drive junior Service Managers

Your skills

  • Hard skills
    • Experience with Web Services, API, SOAP, REST, JSON
    • Solid Understanding of LAN Network, Firewalls, proxy, HTTP Errors, server-side errors, TCP/IP
    • Good knowledge in Networks (vpn / gateway / DNS resolution / security / …)
    • Experience with Linux, Unix
    • Knowledge in mobile device technologies (MDM/MAM) as well as OS such as Android, iOS
    • RFID knowledge is a plus
  • Soft skills
    • Organization: 
      • Self-motivated
      • Autonomous in organizing own tasks
      • Ability to effectively prioritize and execute tasks in line with business objectives
      • Ability to work effectively as part of a team with shared objectives and on own initiative
    • Communication: 
      • Good written and verbal communication – proactively share visibility
      • Good customer-facing and communication skills – be able to lead training sessions
      • Ability to solve Customer crisis situations

Your profile

  • Min 6+ years of experience as Technical Support on SaaS deployment and/or RFID Hardware solutions – or Professional Services / Service Manager
  • Advanced English speaking and writing

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About Mojix

Mojix is a global leader in item-level intelligence solutions for Manufacturing, Supply Chain and Retail. The firm is leading the way in item-level traceability solutions utilizing its high security, globally scalable cloud-hosted SaaS platform. Founded in 2004, the company has deep domain expertise in serialization technologies such as RFID, NFC, and print based marking systems. Mojix builds business intelligence from event-triggered actions tracking billions of unique identities, following item lifecycles from source to shelf. Companies can leverage the seamlessly integrated data to increase their sales and operational efficiency, reduce major risks and enhance their customer experience. With offices across the US, Latin America and Europe, Mojix is now a recognized expert in end-to-end, item-level track and trace, product authentication and automated inventory management. 
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