Lead Customer Experience Technician

Job Description

The Lead Customer Experience Technician plays a critical role in bringing the Victaulic experience to life for customers, industry partners, and employees who visit the Victaulic Customer Experience Center. Combining technical expertise with a passion for customer engagement, this individual transforms complex concepts into hands-on, memorable experiences that showcase the value of Victaulic solutions.

Working at the intersection of engineering knowledge and customer experience, the Lead Customer Experience Technician leads product demonstrations, supports strategic customer visits, and introduces audiences to the innovations shaping the future of construction. Whether engaging with contractors, engineers, owners, or executive leaders, this individual helps customers see firsthand how Victaulic solutions enhance productivity, reduce risk, and accelerate project delivery.

Success in this role requires equal comfort operating testing equipment, facilitating live demonstrations, and presenting to audiences of all sizes and experience levels. Through every interaction, the Lead Customer Experience Technician reinforces Victaulic’s reputation for proven innovation, technical expertise, and hands-on support.

RESPONSIBILITIES

Deliver engaging, informative product demonstrations and facility tours tailored to diverse audiences, from engineers and contractors to executive leadership and prospective customers.

Anticipate and respond to customer questions with clarity and confidence, reinforcing trust in Victaulic's product quality and innovation.

Collaborate with diverse cross-functional teams to align demonstration content with customer objectives and current marketing initiatives.

Inspect, test, and document product performance in accordance with engineering specifications and drawings, ensuring accuracy and compliance.

Install, set up, and operate equipment, test assemblies, data collection systems, and instrumentation to record and report all test data per established department processes.

Operate fabrication equipment to prepare products and assemblies for demonstration or testing.

Prepare and stage product assemblies ahead of customer events, ensuring the demonstration environment is visually compelling, operationally ready, and on-brand.

Follow directives from Customer Experience management and adapt demonstration formats to meet evolving customer needs and event requirements.

Maintain the Customer Experience Center in a clean, organized, and safety-compliant condition at all times.

Contribute creative input to improve demonstration formats, customer engagement strategies, and presentation flow.

Represent Victaulic with a consistently professional appearance and demeanor in all customer-facing interactions.

QUALIFICATIONS

High school diploma required; associate's or technical degree in a mechanical, industrial, or related field preferred.

3+ years of demonstrated experience in a customer-facing, technical, or trades environment with a strong track record of professionalism.

Confident public speaker with the ability to present to large groups, adjust to varied audience backgrounds, and convey complex technical information in an accessible way.

Hands-on experience with fabrication equipment, precision measurement tools, and hydraulic or mechanical testing systems.

Familiarity with ISO calibration standards and NIST traceability requirements.

Strong organizational skills with the ability to manage multiple priorities across concurrent events and demonstrations.

Collaborative mindset with the ability to work effectively alongside engineering, marketing, and customer-facing teams.

Demonstrated commitment to workplace safety and maintaining a clean, compliant environment.

KEY COMPETENCIES

Customer-first mindset with a passion for delivering exceptional experiences

Confident, polished communication and presentation skills

Technical aptitude paired with strong attention to detail

Adaptability and creative problem-solving in a dynamic, event-driven environment

Cross-functional collaboration and team engagement

Comfort working in an industrial environment, including foundry and engineering lab settings, with attention to safety protocols.