EndereçoTechnical Support Specialist - South America
About Fleet Space Technologies
Fleet is a space-enabled exploration technology company on a mission to dramatically accelerate the discovery of critical minerals needed to decarbonize our global economy. Electric vehicles and other clean energy technologies are vital elements of the world’s efforts to combat climate change, and these will demand many times more critical minerals than today, with an incremental value of over USD $13 trillion. At the same time, finding new mineral deposits is becoming more challenging as we increasingly exhaust the supply of shallow deposits and are forced to explore deeper underground. Traditional exploration methods are poorly suited to address this challenge, so a new approach is needed.
Our approach is to combine space technology, proprietary seismic sensors, cutting edge Ambient Noise Tomography, and machine learning to provide the world’s first scalable 3D exploration dataset with near-real-time insights to guide active exploration programs far more efficiently to new deposits. This is Fleet’s flagship product, ExoSphere - a space-enabled solution for mineral exploration in real-time, in 3D, and under cover with very low environmental impact. Since launching ExoSphere in March 2022, Fleet has signed contracts with over 30 clients including Rio Tinto, Barrick Gold and Core Lithium and completed over 120 Ambient Noise Tomography surveys, more than any other company in the world.
As part of Fleet’s founding vision to connect the Earth, Moon, and Mars, we also apply our technology to innovative solutions for defense and space exploration, including an upcoming mission to the Moon. Headquartered in Adelaide, South Australia, Fleet has rapidly grown to over 100 employees including a growing team in the USA, Canada, Chile and beyond. We have raised over AUD $85M in venture funding, backed by premier investors including Blackbird, Grok, and In-Q-Tel.
The Team
The Operations Division at Fleet Space Technologies is composed of team-oriented technical experts who are driving innovation, efficiency, and delivery across Manufacturing, Information Technology, Supply Chain/Logistics, Customer Delivery, and R&D of our interstellar products in space and mineral exploration for use on the Earth and beyond! It's not rocket science, but it's close! One must not only bring proven technical expertise, but also be open minded, agile, and adaptable to solve challenges that could very well change our world (and others beyond). We value diversity of perspective, journey, industry experience, skillset, working style, communication preference, and identity; the fact that we come from over 37 nationalities only reinforces our commitment to Inclusion & Diversity.
As a business, we are ambitious, innovative, and collaborative and we put our customers first in everything that we do. We love celebrating our successes, and we have had a lot to celebrate to date including Series C Funding and selection of our technology to be among the first Australian hardware to be deployed on the Moon. We are a diverse group of professionals who have come together for one purpose - to build spacecraft for explorers of new worlds with a mission to connect Earth, Moon and Mars. Come help shape the future through this fantastic opportunity!
Core Values
The Core Values at Fleet Space Technologies guide us to our North Star of ambitious, collaborative success - AD ASTRA (“To the Stars!”)
- A dd Value: Obsessively add value for our customers
- D rive Excellence: Benchmark against the best
- A gile Action: Take Action. Independent, fast, frugal action
- S eek Truth: Be curious. Explore
- T ake Responsibility: Make decisions and own them
- R adical Ideas: We are unique. We do things differently
- A lways Deliver: We always find a way to get it done on time
The Role
Fleet Space Technologies continues to grow on a global scale, expanding across numerous industry verticals including Critical Mineral Exploration, Defense/Communications and Space missions to the Moon and beyond. With the momentum in these segments, Fleet continues to secure new Mineral Exploration clients around the world - including the South American region. The Technical Support Specialist is responsible for ensuring Fleet’s Mineral Exploration customers receive technical onboarding and support, product assistance and survey planning and management to achieve their geological exploration goals across South America. The ideal candidate should possess adaptability, learning agility, cultural EQ and exceptional customer service skills. The role requires the capacity to adapt to changing conditions and a keen understanding of the essentials for ensuring customer success; guiding internal and client stakeholders through adversity with a positive, can-do mindset. This role is customer-facing, which entails responsibility for driving customer feedback to internal operational teams including Operations, Manufacturing, Engineering and Product.
To be successful in this role, you will need to demonstrate strategic thinking, whilst having the agility to manage and lead internal and external stakeholders, and understand the technical nature of geologic surveying programs. The role requires strong commercial acumen, a deep understanding of our business, and what levers we can pull to ensure we meet exploration deployment demand targets across South America. You will demonstrate the strategic agility to look longer term whilst working with key stakeholders to evolve the way we interact and operate today. Thus, success at Fleet is all about team, cohesion, positive proactivity, continuously learning, and inspiring with an explorer’s spirit.
Location
This role can be based anywhere within Chile; preferably in Santiago.
***Applicants must have full working rights in Chile.
Main Responsibilities
This role will be responsible for, but not limited to:
- Provide continuous support to Fleet's customers, addressing issues and inquiries via phone, email, or onsite within the standard level agreement
- Assist and guide customers during survey deployments to facilitate the success of exploration goals
- Diagnose, troubleshoot, and offer solutions for technical issues related to Geodes and Exosphere
- Conduct product training sessions to educate customers on the effective usage of the product
- Support the design of Exploration Surveys for customers using the Exosphere portal and external tools
- Ensure exceptional customer service and experience throughout all stages of the customer journey
- Manage and prioritize open tickets, ensuring proper documentation on Jira
- Escalate, take ownership of, and manage unresolved issues by collaborating with appropriate internal or external teams
- Support hardware updates and refurbishment of Geodes as needed
- Participate in out-of-hours and on-call roster as required
- Travel to customer sites as necessary to address specific needs and challenges
- Foster and drive forward a collaborative “one-team” environment between your areas of responsibility and other stakeholders
- Ensure an inclusive, enabling, continuous improvement, and high-performance culture through engagement activities and ongoing feedback and development
Key Skills and Required Experience
- 3+ demonstrated industry experience in customer Technical Support roles
- Bachelor's (Tertiary) Degree in Geology, Geophysics, Engineering, Computer Science, Manufacturing, Supply Chain Management, Business Administration, or relevant work experience in lieu of degree
- Experience working in a geological field with an understanding of the industry practices
- Experience in supporting satellite internet connectivity and understanding of satellite communications
- At least 3 years demonstrated experience in providing customer support via phone, email or face-to-face
- Ability to diagnose and troubleshoot technical issues over phone, email or face-to face.
- Prior experience in using Jira Service Desk ticketing system
- Excellent analytical, problem-solving and communication skills
- Flexible and adaptable
- Excellent written and verbal communication skills in English & Spanish required; additional fluency in Portuguese is preferred
- Problem solving and analytical skills
- Outstanding customer service skills, ability to build relationships
- Strong communication skills with well-honed ability to communicate with stakeholders on all levels, from junior ICs to Exploration Leadership Teams
- Ability to prioritise and manage multiple projects in an efficient manner, on the basis of a deep understanding of business goals and priorities
- Proven ability to navigate challenges typical in a fast-paced agile product development setting, driving projects towards completion at a market-leading pace
- Organised and detail-oriented mindset: Ability to focus and quickly switch between tasks in changing environment
- Must have full working rights in Chile.
Fleet is an Equal Opportunity Employer ; employment with Fleet is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, colour, religion, gender, national origin/ethnicity, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.
Learn More & Stay Connected
Explore more about Fleet Space Technologies on our company website, and follow us on LinkedIn to stay up to date with all company news & developments in our pursuits to accelerate discovery of critical minerals and connect the Earth, Moon & Mars!
