This position will be a key contributor to Impinj’s success by providing global customers and partners support needed on Impinj’s full product line, as well as continuing the development of Impinj’s customer service strategy. The ideal candidate will be able to ramp up quickly on the technical aspects of Impinj’s products, form strong working relationships with engineering and sales, and have experience working directly with customers.
Lead Impinj’s customer service strategy.
Be the voice of the customer within Impinj and communicate internally customer problems, requirements, and product feature requests.
Triage support requests from web, email, and phone sources.
Own customer issues and drive them to resolution.
Develop Impinj product knowledge to effectively answer support questions.
Establish and maintain effective working relationships with Impinj technical staff and other key contacts with Impinj technology partners.
Maintain and moderate a public technical support forum.
Maintain support systems including the current customer support portal. Task shall include
Maintain current documents and software on customer support sites.
Manage customer login accounts.
Measure key performance indicators on support.
Provide integration between sales and support systems.
Manage documentation systems.
Compile and maintain blog, video, application notes, and additional support documentation.
Own support workflow, RMA, and issue escalation paths.
Debug and diagnose customer issues remotely and possibly onsite.
Create or edit trouble shooting guides/workflows.
Contribute to partner training programs.
BSEE or related 3+ years experience in a technical field.
Experience working directly with customers, including the ability to show empathy.
Excellent organizational skills.
Experience with support systems.
Ability to understand system architecture, and to test and debug problems.
Excellent problem solving skills.
Drive to learn and tackle new problems.
Outstanding written and verbal communication in English, presentation, and interpersonal skills.
Additional Desirable Qualifications
Understanding of hardware, software and networking technologies involved in RFID system solutions.
Familiarity with RF and wireless communication principles and technologies.
Prior RFID experience.
Up to 25% worldwide travel may be required (but is not guaranteed).