Technical Coach

SafetyChain Software is looking for a driven, skilled and experienced manufacturing leader to join our Customer Success team as a Technical Coach. Reporting to the Director of the Coach Team, this role will work closely with our customer success, support, sales, product and engineering teams to ensure successful onboarding and adoption for our customers utilizing integrations and data automation.

Do you like to solve problems in a fast-paced environment? Love collaborating with colleagues and helping customers? Like the idea of a flexible, autonomous work environment to get the job done the way you like to work? This may just be what you are looking for – let’s get into the details!

Who we are:

SafetyChain is a rapidly scaling B2B SaaS provider revolutionizing plant management for Food and Beverage manufacturers by improving yield, maximizing productivity, and ensuring compliance. Our impressive client base includes renowned brands like Albertsons, Clif Bar, Tyson Foods, and Whole Foods. Join a dynamic, collaborative team driven by innovation, agility, and rapid growth.

What You Will Do:

As part of the Customer Success team, the Technical Coach will ensure the success of our customers by providing technical expertise for onboarding, relationship management, systems integrations and data automation.

The success of this role means both the retention and expansion of revenue with our customers integrating systems and data automation. 

Key Responsibilities

• Apply your knowledge of continuous improvement methodologies including Operational Equipment Effectiveness (OEE), plant operations and data analysis in process manufacturing to deliver quantified operational improvement to SafetyChain’s customer base.
• Apply your knowledge of SCADA system components including sensors, PLCs, HMIs and historians to be the subject matter expert on customer onboarding projects involving OEE, automation and integration. 
• Support sales by providing consulting support including building an effective business case, ROI, requirements analysis, product expectations, and quality risk analysis.
• Engage customers onsite early through an accelerated onboarding process to enable ownership, adoption and set direction toward value capture.  Support validation of incoming data including helping to identify and resolve bugs, calibration issues, and be able to perform rapid troubleshooting of customer challenges.
• Provide support to customers to drive adoption, capture value, optimize processes and ensure customer satisfaction including delivering trainings and workshops both in person and online on topics such as continuous improvement activities, OEE, data automation solutions, and SafetyChain.
• Benchmark primary metrics in the customer operation so that they can be targeted and tracked for quantifiable improvement.
• Collaborate and cross-train other SafetyChain staff to ensure common best practice approaches
• Provide insight and clarity on best practice application of SafetyChain product, training and documentation resources to establish common best practice curriculum
• Be an internal champion of process improvement to increase effectiveness of SafetyChain sales, marketing, support and delivery.
  • Identify recurring customer questions, workflows, and friction
  • Use AI and automation tools to improve documentation, training, and onboarding
  • Turn repeatable work into structured guides, templates, workflows
  • Test and continuously improve how we deliver as a team
• Prepare client facing and internal status reports and customer case studies demonstrating measurable gains in productivity and cost savings
• Work collaboratively with internal product teams for continuous improvement and design of OEE architecture.
• Onsite travel (sporadic, short-term–up to 50%) for customer consultations, training, and qualifications

What You’ll need (Requirements):

• Bachelor’s degree in engineering or computer science or equivalent work experience in process manufacturing and continuous improvement required.

• 7+ years of experience in manufacturing serving as a plant/production manager, and Maintenance / Automation Engineer or Integrator (or similar role) in manufacturing environments including experience with designing and implementing control systems in manufacturing environments. 
• Proven track record of results with setting, measuring, and driving benchmarks for improvement including but not limited to OEE, Yield, Labor Hours, Cost of Quality, and Plant P&L. 
• Experience with prior implementations of MES, OEE, Quality and/or SCADA / data automation systems
• Experience using Continuous Improvement tools: OEE, SPC, Lean Six Sigma, Kaizen, TPM,
• Demonstrated experience leading cross-functional projects and teams
• Working knowledge of API management / deployment
• Experience with SaaS RESTful API formatted in JSON and / or API testing tools preferred
• Exposure to programming languages, such as JavaScript, Python, etc.
• Ability to independently troubleshoot and provide technical customer support for customer processes and SafetyChain deployments and root cause analysis of incident management
  • Ability to decisively escalate challenges and support, as appropriate, to wider team
• Excellent interpersonal and communication skills with a strong service orientation; Must enjoy working with end users.

• Strong interpersonal skills with the capability of appropriate interactions and communications with various levels of seniority.  Must be comfortable interacting with operations staff as well as executive teams.

• Ability to lead and guide people through a change management process 
• Strong presentation skills with experience facilitating training/workshops in manufacturing environment 

Our Values

• Quality Above All: Build the best and most effective experiences for our teams and our customers
• Innovate for Impact: Pioneer solutions that enhance manufacturing processes and outcomes, benefiting both our industry partners and the consumers they serve.
• Work Smart: Drive operational excellence that maximizes productivity and delivers superior value to customers.
• Grow Together: Create strong, inclusive partnerships with customers, working as One Team with help and hustle to drive mutual success and innovation.
• Integrity in Action: Operate with honesty, transparency, and respect, fostering trust with our customers and our peers.Quality Above All: Build the best and most effective experiences for our teams and our customers

Things that Make the Job Awesome

• Competitive compensation plan
• Opportunity for stock options
• Health benefits
• Self Care PTO Plan
• Flex Schedule
• Work From Home Flexibility
• Fast growing tech company with big opportunity
• Great team and culture
• Rewarding work that is solving an important problem
• Annual investment in your professional development

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.