Job DetailsLevel: ExperiencedJob Location: Robesonia, PA 19551Position Type: Full TimeEducation Level: Not SpecifiedTravel Percentage: Up to 50% Job Shift: AnyJob Category: SalesCustomer Care & Technical Sales Representative – Aftermarket Solutions (North America) Location: North America (Remote) Travel: 50–60% Reports To: Director, Customer Care About the Role RBS is seeking a Customer Care & Technical Sales Representative – Aftermarket Solutions to support and grow relationships with our installed customer base across North America. This role is focused on developing long-term partnerships with customers operating RBS equipment, ensuring they receive exceptional support while identifying opportunities for parts, service, upgrades, and repair projects. Rather than traditional cold-calling sales, this role works directly with existing RBS installations, visiting customer facilities to understand their operations, evaluate equipment performance, and proactively recommend solutions that improve reliability, efficiency, and uptime. The ideal candidate has experience working in industrial equipment, OEM service, field service, or technical sales, and enjoys building strong customer relationships while driving aftermarket growth. Key Responsibilities Customer Engagement Build and maintain strong relationships with customers operating RBS equipment across North America. Conduct regular on-site visits to customer facilities to review equipment performance and operational needs. Serve as a trusted advisor and primary contact for aftermarket parts, service, and equipment support. Communicate customer feedback and operational insights to internal teams. Aftermarket Technical Sales Identify opportunities for replacement parts, preventative maintenance, upgrades, and repair projects. Evaluate equipment condition and operational challenges to recommend service solutions. Work with customers to anticipate future needs and maintenance planning (6–12 months ahead). Support the growth of RBS's aftermarket business through proactive customer engagement. Project & Quoting Support Develop and coordinate quotes for parts and service projects. Collaborate with engineering, service, and sales teams to develop tailored customer solutions. Follow up on opportunities and ensure customer needs are addressed. Communication & Reporting Document customer visits, issues, and opportunities in the CRM system. Provide internal teams with updates on customer needs and upcoming projects. Track aftermarket opportunities and support sales growth initiatives. Qualifications 3+ years of experience in technical sales, field service, aftermarket support, or industrial equipment service roles. Experience working with OEM machinery, industrial equipment, or food processing equipment is strongly preferred. Strong relationship-building and customer communication skills. Ability to evaluate equipment performance and identify service or upgrade opportunities. Willingness to travel 50–60% throughout North America. Experience with CRM systems (MS Dynamics preferred) and Microsoft Office tools. Intuitiveness to be able to identify customers’ needs and offer solutions to support their processes.

Role Description This role is designed for a highly skilled technical leader who will own the success of the most complex enterprise customers. You will act as the strategic and technical partner post-sale, coordinating across customer teams and internal stakeholders to ensure smooth deployments, integrations, and governance of advanced AI technologies. The environment is fast-moving and dynamic, requiring strong executive presence, analytical rigor, and a proactive mindset. With remote work flexibility and occasional travel, you will engage directly with C-level executives, field teams, and engineering partners. Your impact will be visible across multiple enterprise accounts, helping organizations secure and govern emerging AI solutions effectively. - Own end-to-end technical and strategic success of the most complex enterprise accounts, serving as the primary executive-facing partner. - Lead multi-party engagements across deployments, integrations, governance approvals, budgeting cycles, and long-term platform expansion. - Coordinate account strategy across customer stakeholders, internal teams, and large technology platform partners. - Conduct executive-level strategic reviews, presenting risk posture improvements, roadmap alignment, integration progress, and expansion opportunities. - Manage high-impact technical escalations from identification through resolution, maintaining executive visibility. - Translate enterprise requirements into structured success plans, identifying risks, dependencies, and phased deployment strategies. - Partner with Product and Engineering to capture strategic customer insights that influence platform evolution. - Contribute to scaling best practices for enterprise success management across the organization. Qualifications - 6+ years of customer-facing technical experience within SaaS, cybersecurity, or enterprise software environments. - Proven success leading executive-level engagements and strategic reviews with large organizations. - Experience managing complex enterprise environments with governance processes, integrations, and cross-functional stakeholders. - Ability to resolve complex technical escalations in partnership with Engineering and Support teams. - Hands-on background in cybersecurity, enterprise architecture, integrations, or risk management. - Comfort operating in fast-paced, evolving startup environments. - Strong executive presence, analytical thinking, and accountability for customer outcomes. - Exposure to AI, enterprise security, or emerging technologies is highly preferred. - Willingness to travel approximately 20–30% for on-site customer engagements, strategic meetings, and events. Benefits - Competitive salary and performance incentives. - Flexible remote work within the United States. - Opportunities to lead and shape enterprise technical success initiatives at scale. - Engagement with high-profile enterprise accounts and emerging AI technologies. - Collaborative, high-impact work environment with experienced leaders. - Professional development opportunities and support for continuous learning. - Travel opportunities to strategic customer sites and events.

MongoDB’s Escalation Manager is a critical role within Technical Services. As a member of our global Incident and Escalation Management team, they work internally with our Engineering, Services, Sales and Product Management teams, as well as externally with customers and partners, to coordinate and drive the resolution of critical technical issues and incidents. Transparency is key and is achieved by providing timely and accurate updates to senior management regarding active escalations, as well as important detail on the status of the customer account. Individuals in this role are highly organized, proactive and professional. You are one who excels in fast-paced environments and can assess business impact, mobilize cross-functional teams, and drive technical escalations with urgency and ownership. We are looking for someone who has a customer-focused mindset with excellent communication and expectation-setting abilities. You have a technical background in Support, Services, DevOps, Systems Engineering, or Database environments, and are experienced in incident response or crisis management. You will have strong negotiation and objection-handling skills, along with the ability to deliver concise, actionable reporting for escalations and post-mortem reviews. The Federal Risk and Authorization Management Program (FedRAMP) is a US government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. Our FedRAMP program requires that anyone who is accessing customer data or metadata inside the Authorization Boundary be a US Citizen on US Soil. In order for us to triage and assign cases, it is necessary to be able to identify available resources at any given time. For this reason the FedRamp team is composed of three separate shifts: first shift, second shift, and third shift. This posting is for Third Shift, in which your working hours would be 11pm-8am ET. Weekend Shift: We are looking to speak to candidates who are located in Central or Eastern timezones to work in our remote working model Monday to Friday for the first 6-9 months depending on ramping speed. Once considered ramped, they will transition to a permanent Thursday to Monday work week to provide weekend coverage alongside other peers. Saturdays and Sundays are considered fully online workdays and not an on-call shift. Due to the 24/7 nature of our support organization, certain events throughout the year will require volunteering for coverage outside one's normal work days or work hours (i.e. regional offsites, regional holidays, etc). These are typically announced weeks in advance with a sign-up system that considers equitability. Position Expectations: - Manage a portfolio of high-impact, long-running escalations, driving them to resolution - Map customer stakeholders, set and reset expectations, and maintain clear, consistent communication - Collaborate with Engineering and Field leadership to secure resources and drive issue resolution - Organize and lead internal and customer calls, ensuring alignment and progress across teams - Maintain a regular communication cadence, including executive summaries for internal stakeholders - Ensure timely delivery of commitments by proactively communicating risks or changes - Deliver high-quality incident resolution focused on root cause analysis, prevention, and knowledge transfer - Track and analyze escalation trends to contribute to continuous process improvements - Lead or support initiatives that evolve escalation and incident management practices What You’ll Need: - 3+ years managing highly technical customer escalations in the software industry - Experience with managing and engaging customers throughout the case life history - Skilled in conducting customer facing and internal technical root cause analysis - Strong background in utilizing pager duty and managing incidents - Strong troubleshooting and diagnostic skills with experience in distributed systems and advanced computing concepts - Familiarity with Linux, cloud platforms (AWS, GCP, Azure), and database technologies - Experience in corporate/vendor environments working with customers, stakeholders, and vendors - High emotional intelligence, a customer-focused mindset, and a strong desire to help others - Ability to quickly learn new technologies and think on your feet in complex situations - Excellent communication skills (written and verbal) with experience engaging executives and translating technical issues for diverse audiences Desired Skills & Experience: - Experience in software engineering with comfort in programming, queries, and command-line operations - Background in technical support, customer success, or account management at a database or distributed systems company (NoSQL experience preferred) - Hands-on experience as a database, network, or storage administrator - Cloud expertise with AWS, Azure, GCP, and familiarity with IaaS, PaaS, and SaaS environments About MongoDB MongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type and makes all hiring decisions without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Req. ID: 1273365206 MongoDB’s base salary range for this role is posted below. Compensation at the time of offer is unique to each candidate and based on a variety of factors such as skill set, experience, qualifications, and work location. Salary is one part of MongoDB’s total compensation and benefits package. Other benefits for eligible employees may include: equity, participation in the employee stock purchase program, flexible paid time off, 20 weeks fully-paid gender-neutral parental leave, fertility and adoption assistance, 401(k) plan, mental health counseling, access to transgender-inclusive health insurance coverage, and health benefits offerings. Please note, the base salary range listed below and the benefits in this paragraph are only applicable to U.S.-based candidates. MongoDB’s base salary range for this role in the U.S. is: $101,000—$198,000 USD

Reports to Mayo Clinic Platform (MCP), Director, Implementation & Technical Support. The Technical Success Manager is responsible for ensuring customers achieve maximum value from platform technologies and solutions. This role combines deep technical expertise with exceptional customer engagement skills to drive successful implementations, resolve technical challenges, and foster long-term client relationships. The Technical Success Manager acts as a trusted advisor, guiding customers through onboarding, integration, and ongoing support, while collaborating with internal teams to deliver outstanding service and continuous improvement. Position Overview: The primary purpose of this role is to serve as the point of contact for the technical needs of MCP program customers. The Technical Success Manager will establish and lead all tech-related implementation and support aspects. The position will be responsible for the following essential functions: - Serve as the primary technical point of contact for assigned customers, building strong, trust-based relationships. - Provide expert troubleshooting and resolution for technical issues, coordinating with engineering and support teams as needed. - Communicate complex technical concepts clearly to both technical and non-technical audiences. - Lead root cause analysis and resolution of complex issues, ensuring minimal disruption to operations. - Lead efforts to ensure compliance with healthcare interoperability standards and data exchange methodologies (e.g., HL7v2, FHIR, CDA). - Drive workflow integration initiatives, including EMR/EHR configuration and alignment with clinical processes. - Interpret solution architecture components and design deployment configurations that optimize platform capabilities. - Oversee integration and deployment activities, leveraging appropriate tools and strategies for healthcare environments. - Apply deep technical understanding of system architecture, APIs, and data flow to support complex implementations. The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added or assigned. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. Benefits Highlights - Medical: Multiple plan options. - Dental: Delta Dental or reimbursement account for flexible coverage. - Vision: Affordable plan with national network. - Pre-Tax Savings: HSA and FSAs for eligible expenses. - Retirement: Competitive retirement package to secure your future. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law". Mayo Clinic participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.