In the autonomous robotics space, talent is at a premium. Because not everyone can do what we do – build advanced robotic positioning technology, then help our customers make certain it achieves optimal performance.
Amr Nahhas, a native of Syria, just joined Accerion in October 2020. But in a way, he’s been preparing for the crucial role of Customers Success Engineer most of his life. Amr is not just an engineer with a master’s degree in mechatronics, robotics and automation engineering from the University of Siegen in Germany, he’s a multilingual – Arabic, English, German and Turkish – and multi-talented guy with that rare trait for an engineer … he’s great with people.
Which is why he’s Accerion’s Customer Success Engineer in this nuanced and crucial position that requires both engineering skills and people skills.
Customer Success Engineer: Unique role, unique circumstances
As the name indicates, the Customer Success Engineer is responsible for making customers successful with Accerion’s products. That includes helping customers understand the different properties and choosing the best configuration; solving technical issues when integrating our technology into the customers AGVs and AMRs; and relaying customer feedback to team leaders in sales and marketing or development.
Starting a new job during the pandemic
Amr had the unique experience of starting in the middle of a pandemic as a Customer Success Engineer for a company with a global customer base. He believes the pandemic actually unveiled Accerion’s flexibility and resilience.
Accerion team members, including Amr, now use digital platforms to communicate more efficiently, sharing documents, information and even code.
“As for my role as a Customer Success Engineer, I’m working mainly with other colleagues to solve technical problems remotely, i.e. by sending instructions to the customers to solve issues in the field,” he says. Many of the software-based problems can be resolved remotely.
“When we have a hardware issue, we try to work around this problem by requesting to have the item in the office instead of traveling to another country to solve that issue,” Amr said. “Customers understand that and always cooperate with us as they’re facing the same issues as a result of the pandemic.”
Company culture: “Accerion is easy flow and trust”
Despite the circumstances, the job is really fun, “and this is what I like the most about working at Accerion. I can describe it as fun, dynamic and ‘easy flow.’ This isn’t something I found in all the companies I worked with before.”
His position as Customer Success Engineer requires a lot of responsibility and flexibility, which the company environment provides to encourage maximum innovation with minimal bureaucracy.
Early in Amr’s career, he said he experienced internal roadblocks to improvements and new ideas until the process eventually died. But this is not the case at Accerion.
“If you have an idea at Accerion, you bring it up in a meeting and colleagues say, ‘I like it’ or ‘I don’t like it.’ You directly know who’s going to be involved and you take it from there. You take on a small project and see how it goes from there. It’s really dynamic and it’s really ‘easy flow.’ ”
Developing your skills
Working at Accerion has also helped him to develop his people skills that engineers sometimes lack, as he believes: “Actually, at one point of my life I wanted to join a company to improve this exact skill.”
“If you’re looking for a place to develop yourself and get hands-on experience directly without any borders or obstacles, then Accerion is the right place for you.”
“This is highly valued by me, because it’s not the case in every company, where they might say, ‘You’re not ready to go to that level.’ I really appreciate Accerion opening all doors for me and for saying, ‘Here, feel free to go wherever you want and learn whatever you need to.’
“In my opinion, trust is one of the main themes of Accerion’s working culture. This trust is really contagious. Being trusted by other team members, one can’t help but to trust everyone else back. This culture makes everyone relaxed and focused on doing the actual work in the most optimal way.”
Real demanding, real fun
Putting all his skills to work at Accerion in a flexible working environment has earned Amr a major career advancement “while having absolute joy at the same time,” Amr says.
“It’s really amazing how my skills are improving at a fast pace in Accerion. I can structure my day in the most efficient way to do my work and improve my skills in the best possible way.”
Amr recommends Accerion without hesitation to other highly skilled internationals who are looking for the best place to develop skills and get hands-on experience while making an immediate impact in one of the most advanced engineering sectors.
Oh, and it’s a lot of fun as well.
Interested in joining the Accerion team? Check out the vacancies on our Careers page.