Customer Success Analyst

hace 1 mes

Monterrey, México CEMEX A tiempo completo

Ensure the deployment of Arkik's Ready Mix Suite offering from prospecting support, through solution implementation, operational continuity and customer success using Arkik's Ready Mix Suite.

**Main Responsibilities**:
Technical evaluation of the plant - Visit the plant to validate the physical-electromechanical conditions of the plant based on the format "Revision of dosing plants" prior to the implementation of Arkik with a client. - Support Level 1 and Level 2 - Specialized support services directly related to plant control exercised by Arkik Batch; Example: "Automatism failure", "System errors", incorporation of a new plant element as an additive, failures in scales, calibrations, etc. - Implementation Automation - Remote training prior to the implementation of Arkik for a maximum period of three consecutive business days, after the implementation maintain contact with the client to ensure that preventive maintenance is carried out on the hardware in accordance with the contract, provide ten hours of training at no additional cost to the client, keeping a log of their consumption. They must be previously scheduled and agreed with your Arkik leader. If more are required, your Arkik leader should be consulted to adhere to the trading terms. - Ensure the integrity of the personnel while they remain in the client's facilities wearing their personal protection equipment and following the established security guidelines. - Physical monitoring of Arkik's stabilization after startup, for a maximum period of three consecutive business days. - Scheduling annual visits to clients with Arkik. - Coordinate the technical visit to the client with Arkik with the commercial advisor. - Provide support on report management, best practices, configurations, etc.

**Position Challenges**:

- Support the investigation of possible causes that lead to claims by the final consumer. - Provide technical advice to the client, on possible physical adjustments to the plant to increase productivity. - Telephone advice without internet network connection - Solve failures that cause downtime - Provide advice to personnel in failures that are not typical of the automatic system. - Telephone advice to a desperate client

**Qualifications**:

- Engineering (ideal Mechatronic Engineer, electronics, mechanics, electrician, or mechanical administrator) - Ability to work in both operational and administrative areas. - Analysis of data. - Availability to travel including weekends. - Availability to rotate shifts (it must be covered from 7:00 a.m. to 9:00 p.m. Monday through Friday and from 7:00 a.m. to 4:00 p.m. on Saturdays.) - Leadership. - Ability to relate to different people. - Ability to provide remote support (phone and WEB) - Experience required: - 2 to 3 years in maintenance areas - Desirable 1 to 2 years in areas of remote and telephone support - Involvement in automation projects - Required knowledge: - Interpretation of electrical diagrams - Knowledge at least medium level of electricity - Knowledge of at least a medium level of electronics - Knowledge of at least intermediate level of mechanical and pneumatic engineering. - Knowledge at least medium level of systems based on PLC's - Interpretation of ladder diagrams - Intermediate spoken English

**Internal/External Relations**:
External: Owners and administrative staff of the Arkik client - Plant Managers and Customer dosers - Customer Maintenance Managers - Suppliers of electrical and mechanical installations - Arkik equipment supplier

Internal: CEMEX Commercial Advisors - Arkik Business Advisors - CEMEX Product Technical Advisors / Heads of Implementation - Arkik Technical Advisors - Arkik Development Team - L1 Arkik Support Team

**CEMEX Diversity and Inclusion Statement**:
At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.

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