Solutions Engineer

  • iDrive Logistics
  • Jun 02, 2022
Full time Technical Support Business Development

Job Description

Solutions Engineer Job Posting


iDrive Logistics is an industry leader in the transportation shipping logistics industry – we are growing!

iDrive takes pride in providing our clients with the tools and guidance necessary to design the most efficient supply chains, with an eye toward spend management and operational improvements. iDrive is driven by the knowledge that our efforts are enhancing our customer experience, giving e-commerce companies a competitive landscape to play in, and affording clients more time and a larger budget to focus on what they do best. iDrive will add 20+Million square feet to their 3PL Network over the next 24 months. Since 2008, we have provided our clients with the best strategies, technologies, and spend controls within their supply chains!

We are looking for an experienced Solutions Engineer to join our iDrive team. Our Solutions Engineer will serve as the primary contact for new customers, from product demonstration to product launch. The Solutions Engineer is expected to be a subject matter expert for ShipCaddie and iDrive Logistics technology solutions. In addition to being a great listener, the solutions engineer is critical to providing personalized configuration services while being able to bridge the gap between the client and the technology team. As a leader in providing solutions in the onboarding process and continued client experience, this position is critical to ensure a seamless transition to iDrive products as quickly as possible and then continue with a positive ongoing experience.

What you will be doing:

  • Primary contact for new customers
    • Interact and collaborate knowledgeably with customers to understand users and their needs
    • Identify and reproduce software defects for submission to development during the client onboarding process.
    • Identify and resolve customer incidents via incoming calls, emails, etc. during the client onboarding process.
    • Coordinate and execute all efforts internally on behalf of the client to resolve any onboarding gaps, answer questions, and complete requests ensuring the right resources are engaged timely to best serve the client
    • Ensure long-term satisfaction by identifying and helping to implement operational improvements.
    • Responsible for the successful development and implementation of several, mid-level complexity projects
  • Product demonstration
    • Provide demos to leads or clients of software processes and functionality
    • Share industry best practices of ShipCaddie processes
  • Subject Matter Expert
    • Create and provide technical training and knowledge transfer for ShipCaddie and related products.
    • Maintain expert-level knowledge of an ever-evolving ShipCaddie and iDrive solutions
    • Provides backup support to other client experience team members.
    • Able to work effectively with customers to deliver an overall ShipCaddie solution
    • Bridge the gap between the client and technology team
      • Works directly with escalation engineers to assure resolution of critical customer issues.
      • Capable to gather and quantify the requirements of multiple stakeholders.
    • Leader in providing solutions in the onboarding process and continued client experience
      • Lead the customer onboarding experience with cross-functional teams
      • Exceed customer expectations by providing an individually tailored service experience
      • Updates and maintains regular reporting during the onboarding process for customers and key internal contacts.
      • Proactively communicate roadblocks with proposed countermeasures to leadership that might be hindering clients’ onboarding satisfaction or client success

    You will need -

    • 4+ years of relevant work experience in customer-facing SaaS Account Management, Implementation, Technical Support, Consulting, Workflow Management, and/or Project Management role
    • Warehouse and/or transportation experience is a plus, but not required.
    • Comfortable in planning, problem-solving and delivering with minimal supervision
    • Able to shift readily between the "big picture" and the small-but-crucial details, knowing when to concentrate on each
    • Strong organizational, prioritization, and time management skills
    • Self-motivated, demonstrating an ability to assume responsibility and work autonomously
    • Excellent verbal and written communication skills; on the phone with and emailing clients every day
    • A team player, able to handle ambiguity, anticipate and react to changes in a rapidly evolving environment
    • Ability to comprehend and explain technical concepts, especially to non-technical people
    • Demonstrated history of MS SQL experience / knowledge required.
    • Some travel may be required.

    What we do for YOU -

    iDrive prides itself in putting our employees first! Here are some of our perks:

    • We provide an honest and transparent culture
    • We are growing!
    • Awesome opportunities for career growth!
    • We provide valuable career development!
    • 401k with a competitive employer matching contribution plan
    • Generous PTO
    • Great medical, dental, and vision benefits
    • Life insurance, long and short-term disability coverage
    • Paid maternity/paternity leave
    • Come join our team!Email our HR Manager, Sandi Lance: