Hydro Product Lead

Procom - San Angelo, TX

Full-time - Mid Level

Hybrid - San Angelo, TX

Professional, Scientific, and Technical Services

About the position

As the Hydro Product Lead, you will play a pivotal role in ensuring the successful delivery of high-quality hydro-cooled products while maintaining exceptional customer satisfaction through robust after-sales support. This position requires a strong technical acumen, as you will be the go-to person for all product-related inquiries concerning the Hydro product line, which includes offerings from Whatminer and Bitmain. You will collaborate closely with teams based in both the United States and China, ensuring seamless communication and coordination across international borders. Your responsibilities will include serving as the primary point of contact for customers regarding their hydro-cooled product orders. You will handle all communication and technical questions from customers, and you may be required to be on-site as a deployment resource. This role also involves giving in-person tours to customers in Colorado City, Texas, often on short notice, which highlights the need for flexibility and readiness to engage directly with clients. In addition to customer-facing responsibilities, you will work alongside the sales team to facilitate technical product presale conversations and collaborate with the product team on post-sales discussions and order placements. You will also engage with the deployment team to ensure successful hydro-related customer deployments and provide valuable feedback to the product team for new product development. A significant aspect of your role will be to lead efforts in building out HMI remote access controls via VPN, creating a long-term implementation plan for remote controls for customers. You will also work with the marketing team to ensure that all documentation related to hydro products, including plans, specifications, and user manuals, is current and accurate. Furthermore, you will create documentation for after-sales support processes and troubleshooting guides, as well as develop a spare parts inventory strategy for hydro equipment. Collaboration will be key in this role, as you will facilitate communication between various departments to ensure smooth information flow. You will leverage customer feedback to drive continuous improvement initiatives in both product design and support processes, and you will implement and monitor quality control processes throughout the manufacturing and support phases.

Responsibilities

• Serve as the primary point of contact for customer's hydro-cooled product orders.
• Handle all communication and technical questions with the customer and be on-site as a deployment resource.
• Give in-person tours to customers in Colorado City, Texas as needed on short notice.
• Work with the sales team on all technical product presale conversations.
• Work with the product team on all post-sales conversations and order placing.
• Work with the deployment team on all hydro-related customer deployments.
• Work with the product team on all hydro-related product feedback and new product development.
• Lead efforts to build out HMI remote access controls via VPN and create a long-term plan to implement remote controls for customers.
• Work with the marketing team to ensure all related documentation is up-to-date, including plans, specifications, and user manuals relating to hydro products.
• Create documentation for after-sales support processes and troubleshooting guides.
• Create a spare parts inventory strategy for hydro equipment.
• Collaborate with clients & the sales team to ensure the products exceed their expectations.
• Facilitate communications between different departments, ensuring that information flows smoothly across teams.
• Use customer feedback to drive continuous improvement initiatives in both product design and support processes.
• Implement and monitor quality control processes throughout the manufacturing and support phases.

Requirements

• Willingness and ability to travel.
• Ability to understand and communicate technical requirements, specifications, and issues to a variety of stakeholders.
• Strong communication and interpersonal skills.
• Ability to maintain accurate and up-to-date project documentation.
• Capability to understand and exceed customer expectations, particularly in the context of after-sale support.
• Capacity to analyze complex situations and make informed decisions.

Nice-to-haves

• Accessible
• Teamwork
• Problem-Solving
• Communication
• Hydro
• Product
• Cooling

Benefits

• Subsidized health, dental, and vision insurance.
• Equity in rapidly growing startup.
• Unlimited PTO.