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Job Title: Customer Operations Engineer

Location: Crewe, England

Position Summary:

**This role is with an Apkudo partner supporting Apkudo's business**

Do you enjoy working with smartphones, tablets, and notebooks and supporting external and internal customers with world-class system support? In this role, you will work with cutting-edge technologies to assist onsite customer operations using our proprietary maintenance and testing support systems. You will help lead the triage process and work with support from local and remote teams to implement solutions. You will develop a full understanding of these unique systems and help our customers advance their process, productivity, and profitability. Make a difference. Apply today!

What you'll do:

We are agile, and so our days and duties can vary. In this role, you own and are responsible for delivering to your colleagues:

• Work at our client's facility in Crewe where you will be supporting the initial set up and then ongoing support activity of Apkudo's automated device processing system known as RFA

• Drive to company and client KPIs; accuracy, stability, and volume capacity

• Respond and resolve issues to minimize downtime of the test systems ensuring operations run smoothly

• Perform preemptive and corrective maintenance through daily, weekly and monthly activities; parts usage and tracking through internal systems

• Provide detailed descriptions of the state of the system and provide insight to as to the cause of any issues

• Capture and analyze (quality inspection) supporting data, including system logs, images, and any reproduction steps necessary to investigate issues as needed by other Apkudo teams

• Perform regular testing based on a strict set of instructions throughout the lifecycle of systems

• Work with teammates and our Engineering team to streamline existing support material including but not limited to training guides, FAQs, and troubleshooting steps

• Support client operators on processes and training as new features and functionality are added

• Perform other related customer support duties as required

• Participate on team calls as needed

Additional responsibilities may include:

• Travel to the US for up to one month of training in Q3 2023; passport required

• Inventory management

What you'll need:

We come together to deliver for each other and our customers, and we know there are many paths to performing well. We will expect you to come up to speed fast and deliver great work without too much guidance. We think it would be hard to do that in this job without specialized education or proven successful experience in:

• Degree (B.S. or Associate) in Computer Science, Information Systems, Quality or a similar field is preferred but not required

• 1-5 years of progressive mobile device customer support experience; Android or iOS mobile device testing and customer support experience

• Motivated self-starter who is results-driven, conscientious, dedicated, and a capable communicator both up and down

• Customer 1st thinking mindset

• Proficiency with Google Docs, Sheets, and Slides

• The ability to meet deadlines while overseeing multiple short-term activities; individual must be detailed and organized

• Excellent written and verbal skills with a demonstrated ability to communicate system function and operation effectively

What we expect from everyone:

• Put people first (by helping others be at their best-and making sure we are, too)

• Communicate clearly (by speaking candidly, regularly, and respectfully to everyone)

• Own our work and the outcomes (by taking personal ownership to deliver on the commitments we make to our colleagues and our customers)

• Trust and be trustworthy (by acting with integrity and providing excellent work for each other and our clients)

• Value everyone's voice (because it's all about the best ideas-not bureaucracy).

What you can expect from us:

• 4 weeks of time off every year, including time off for volunteering and your birthday.

• Paid parental leave benefits.

• Flexible working hours and schedules (some positions-like this one-will do some on-call weekend work on occasion, but we expect you to take time off during the week to make up for it).

• Casual dress.

• A company-paid Google Pixel phone or a monthly credit to apply for your tech needs (including upgrading your bandwidth).

• 12 paid holidays, including Juneteenth and the day after Thanksgiving.

• A monthly wellness stipend that you can use for things like a meditation app, standing desk, gym equipment, etc.

• 401(k) matching up to 4%.

• Up to $5,250/year for certification, continuing education, and tuition reimbursement.

• We offer insurance coverage we're proud of for you, your family, and your spouse or domestic partner. We pay 100% of the cost of coverage for you for vision (through VSP), dental (through Guardian Dental), and some medical plans (through United Health Care, the largest health insurance company in the U.S.).

• HSAs, FSAs (health care, dependent care), and commuter benefits may reduce what you have to pay for these parts of your life.

About Apkudo:

We develop software and hardware platforms for the management of connected device supply chains. Through an applied combination of artificial intelligence, advanced analytics, and sophisticated automation, our platforms help rationalize and improve the reverse logistic supply chain for connected devices (e.g., smartphones, notebooks, watches, etc.) by injecting intelligence and transparency throughout the entire device lifecycle: from design, development, testing, and certification to forward and reverse logistics. We test and certify, triage, and provide stakeholders (OEMs, Carries, Insurers, and 3PL) with the data necessary to help them balance device quality, velocity, and precision across all supply chain processes to optimize device experiences and device value.

The Fine Print:

We are also an agile organization, and so the duties and description of this role (like every other at our company) may change at any time as we adapt.

**This role is with an Apkudo partner supporting Apkudo's business**

This position is exempt under the Fair Labor Standards Act (FLSA).

Note: Apkudo is an Equal Opportunity employer. We are committed to diversity and inclusivity and to creating a culture where everyone feels respected and connected, no matter the location of their work. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.