• Customer Relations Associate

    Job Location US-MA
    Posted Date 2 months ago(8/6/2018 4:15 PM)
  • Overview



    Located in the U.S. and a subsidiary of Kongsberg Maritime, Hydroid is the world’s most trusted manufacturer of advanced Autonomous Underwater Vehicles (AUVs). Our marine robotics systems provide innovative and reliable full-picture solutions for the marine research, defense, hydrographic and offshore/energy markets. Our products represent the most advanced, diversified and field-proven family of AUVs and AUV support systems in the world.


    Hydroid employees are passionate about their work and strive to produce top-quality products and service. All products are designed and manufactured at the Hydroid facilities in Pocasset, MA.



    Provides primary point of contact with customers to promote Hydroid products and services. The CRA is the first and last point of contact with the customer, portraying a professionalism and confidence that delivers excellent customer service; to build and maintain an active customer base to support the external sales team, field support. Qualifies new leads communicating and coordinating them with sales, service, proposals and program personnel as required.


    • Responds to customer inquiries by understanding their inquiry and providing responses in a timely manner; reviewing against previous inquiries and responses; gathering and researching information; coordinating additional communications e.g. Tech Support, Sales, Program Management, Proposals & contracts; assembling and forwarding information; verifying customer's satisfaction with information and overall response provided.
    • Prepare quotations for standard REMUS systems, repairs, upgrades and system components as directed.
    • Conduct routine quotation follow up as required.
    • Provide a single point of contact for customer requests from initial inquiry to final resolution.
    • Initiate regular and systematic telephone follow up of customers and maintain records using a CRM system.
    • Demonstrate or explain Hydroid products and services to customers via telephone, video and webinars
    • Effectively assess customer needs and offer/demonstrate appropriate solutions, upgrades and services.
    • Work with Hydroid proposals team to produce accurate written quotations and product information for customers.
    • Support in the generation of customer specific content for major proposals.
    • Assist in seeking and assessing customer opinions regarding Hydroid and its products.
    • Contribute to the planning of product launches and other customer engagement activities.
    • Attend and participate as required in external events, exhibitions, conferences, customer product demonstrations (at sea).
    • Attend and participate in internal customer events, customer meetings, program reviews, system acceptance, etc.
    • Initiate and carry out specific projects in accordance with the department strategic plan.
    • Provide direct support to the Vice President of Sales and Marketing and Regional Sales Managers on specific projects.
    • Participate in specific cross department projects. Adoption of CRM software.
    • Make recommendations and suggestions to improve the quality and efficiency of Sales and Customer Service and the business as a whole.
    • Undertake other duties which may be necessary to ensure the effective support of customers and the operation of Hydroid and which are commensurate with the grade of the post.
    • Other duties as assigned.



    • Minimum of 2-4 years supporting customers in a business or academic environment.  Good general education with high levels of literacy and numeracy.
    • Proven, successful sales support experience.
    • Good oral and written communication skills.
    • Able to work under pressure to achieve goals.
    • Ability to understand, demonstrate and communicate with others about Hydroid products.
    • Interested in and/or enthusiasm to learn about Hydroid products and their relationship to the Marine Robotics markets.
    • Ability to work under own initiative, organize, plan and prioritize work.
    • Highly dependable and able to meet deadlines.
    • Ability to work within a team.
    • On occasions, willing to travel and spend time away from home.
    • The ideal candidate is an individual that can work in a fast paced environment; with a high attention to detail, excellent problem solving skills, ability to multi-task and enthusiastic attitude.


    A condition of this position will require the successful Applicant to pass a government security investigation and must subsequently receive authorization to access US Department of Defense Controlled Unclassified Information (“CUI”) and potentially classified information.


    We offer a very competitive salary and an excellent benefits package including 75% company paid medical and dental insurance. The company also offers paid Life, STD, LTD, tuition reimbursement and 401K with company match, and more.


    Hydroid is proud to be an Equal Opportunity/AA/M/F/V/D Employer and is committed to a diverse workforce. If you are a qualified individual with a disability or a disabled veteran and need assistance with the application process as a result of your disability please call 1-508-563-6565 or mail your request to 1 Henry Drive, Pocasset, MA 02559, Attn: Employment Application Assistance.



    Don't forget to check us out here!

    Facebook: https://www.facebook.com/HydroidInc/

    LinkedIn: https://www.linkedin.com/company/2687093

    YouTube: https://www.youtube.com/channel/UCL98CMrgZp0XpHM22GtxGEA



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