Summer Mission Support Specialist

Liquid Robotics is an ocean data services provider and developer of the Wave Glider®, the world's first wave powered, autonomous marine robot designed to help address the biggest challenges the world faces, including global climate change, national security, hurricane and tsunami warning, and offshore energy and resource management. 

Position Overview: 

Liquid Robotics is seeking a Summer Mission Support Specialist to support our team of marine technicians, sales & design engineers, and other functions within the enterprise, in a fast growing, dynamic company.

This individual will qualify as a Wave Glider operator (pilot-in-charge), mission administrator, and customer service professional reporting to our Wave Glider Operations Center. The candidate is responsible for ongoing mission support of a worldwide fleet of unmanned autonomous maritime vehicles (UMVs).

Additionally, the position provides for customer service call center support for both customers and field operations personnel. Position based in Sunnyvale, CA.

Primary Responsibilities: 

• Serve as Pilot in Charge for active missions.
• Provide Tier 1 support for incoming support cases.
• Support the field operations team deployments.
• Manage event escalations and operations service quality incidents.
• Provide mission reports as projects require.
• Assist with forensics research/incidence response.
• Provide customers and management with service case and project feedback.
• Maintain superior records and documentation.
• Assist with the development of best practices.
• Recommend and drive continuous improvement initiatives.
• Technology opportunities input.
• Infrastructure enhancements.
• Marine operations experience preferred.
• Ability to read and understand nautical charts, engineering drawings and specifications.
• Applicable experience in multiple versions of ERP, CRM, and various business operating applications.
• Experience with high-availability web applications, processes and business systems to increase operational efficiencies and effectiveness.
• Provide mentorship and training to co-workers on application of processes and use of tools. 

Applicant Requirements:

• Ability to work alone for extended periods.
• Strong customer service orientation and experience with excellent communication skills, both written and verbal.
• Strong understanding of documentation procedures for systems, changes and desk level instructions.
• Ability to follow documented daily procedures and policies; monitoring tools and response guidelines, escalation and notification processes; and Trouble/Ticket management processes and guidelines.
• Recognize and execute tasks (often unstructured) requiring new perspectives and creative approaches.
• Demonstrated experiences and knowledge in solving complex problems requiring in-depth evaluation.
• Demonstrate good judgment in solving problems, being proactive, and proposing solutions.
• Work effectively with all levels of employees cross-functionally, and with external parties.
• Take initiative with limited supervision and direction to ensure business objectives are met.
• Be a proactive contributor and became a subject matter expert.
• Demonstrate favorable results through regular leadership and influencing others.
• Bachelor of Arts or Sciences Degree in progress, is required or equivalent experience.
• Demonstrated ability to complete multiple, complex technical projects.
• Strong attention to detail and pride in workmanship.

Desired Expertise and Skills: 

• Marine operations experience preferred.
• Ability to read and understand nautical charts, engineering drawings and specifications.
• Applicable experience in multiple versions of ERP, CRM, and various business operating applications.
• Experience with high-availability web applications.

To Apply:

Please click below: "Apply Now Online!" to submit your resume and a cover letter.