Customer Success and Solutions Specialist, Hardware Operations

Overview

Giatec Scientific Inc. is seeking a hands-on, operationally minded Customer Success and Solutions Specialist to anchor the hardware side of our customer-facing operations. This is not a traditional support role. It is a coordination and execution role at the intersection of customer success, hardware deployment, and operational reporting, with direct visibility into how Giatec’s IoT technology is deployed, supported, and scaled across new and active customer accounts.

The ideal candidate brings a strong customer service and customer success orientation, has owned operational outcomes in a professional setting, and is comfortable navigating both field realities and back-office systems. You will serve as the central operational hub for both new hardware rollouts and the ongoing support of customers already running on Giatec technology, owning the deployment cadence, the stock and capacity picture, the day-to-day health of in-life deployments, and the consolidated reporting that leadership relies on to make decisions.

Giatec operates with an AI-first mindset. You will be expected to leverage AI as a core part of how this work gets done, from analysis and reporting through to customer communications and operational decision-making.

• Play a central role in deploying Mix Pilot, the hardware platform of Giatec for the ready mix industry, alongside the broader Giatec portfolio as the team scales.

• Work with a creative, driven team that is passionate about reducing the carbon footprint of concrete and reshaping the construction industry.

• Join a purpose-driven company recognized as one of the fastest-growing in Canada for three consecutive years.

• Competitive compensation, flexible health benefits, and a matching retirement savings program.

• Significant opportunity for personal and professional growth as the Customer and Engineering Success team scales.

• Own the end-to-end coordination of Mix Pilot hardware rollouts across customer accounts in North America, ensuring deployments progress on schedule and within scope.

• Act as the central operational point of contact for both new deployments and active hardware accounts, tracking milestones, monitoring system health, removing blockers, and escalating risks before they impact the customer experience.

• Provide ongoing operational support to customers already running on Giatec hardware, working to ensure that the system continues to deliver value beyond the initial rollout.

• Maintain a clear, current view of every active rollout and in-life account in Salesforce, with consolidated visibility for leadership and cross-functional teams.

• Maintain visibility on hardware inventory levels, including gateways, sensors, and accessories, forecasting demand against the active and projected customer pipeline.

• Partner with Supply Chain, Operations, and the Product team to anticipate capacity gaps and prevent stockouts that would jeopardize customer rollouts.

• Build and maintain dashboards that surface capacity versus demand trends, support procurement, and product decisions.

• Centralize hardware-related issues from the field, the support team, and customer-facing channels into a single, structured tracking framework.

• Compile weekly and monthly reports on rollout status, hardware performance, customer pain points, and corrective actions. Translate raw data into clear narratives for senior leadership.

• Identify patterns across customer accounts that point to systemic hardware issues, training gaps, or process improvements, and bring forward recommendations.

• Build and maintain trusted relationships with plant managers, QC engineers, dispatch teams, and operations leads. Act as their advocate inside Giatec.

• Conduct on-site visits across the United States and Canada to support installations, conduct hardware risk assessments, and lead customer training sessions.

• Translate field observations into actionable feedback for the Product, Engineering, and Operations teams.

• Leverage AI…