CUSTOMER SUCCESS ANALYST JR.

Job Description

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

Main Responsibilities

• Validate the physical-electromechanical conditions of the plant "Revision of dosing plants" prior to the implementation of Arkik with a client.

• 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.

• 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 something else is required, your Arkik leader should be consulted to adhere to the trading terms.

Maintenance Cloud Services

• Monitor that the Arkik Batch Application is in constant communication with the Arkik Cloud service.

• Monitoring of plant performance with the application

• Carry out constant monitoring of the weighing tolerance indicators and manufacturing times.

• Follow up on the execution of improvement proposals.

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)

• Availability to travel, weekends included. 

• Availability to change 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.)

• Required Experience:

• Desirable 1 to 2 years in areas of remote and telephone support

• Required knowledge:

Intermediate English

• customer orientation – service

• Interpretation of electrical diagrams

• Basic knowledge of electronics & electricity

•Data Analysis

Internal/External Relations

Relations:

Internal:

• Arkik Business Advisors

• CEMEX Product Technical Advisors
• Implementation Heads

• Arkik Technical Advisor

• L1 Arkik Support Team

External

• ARKIK´s client: owners and administrative staff 

• Plant Managers and Customer dispensers

• Electrical and mechanical installation suppliers

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.