Customer Success Engineer - Horticulture

Grodan, a division of ROCKWOOL Group, is seeking a Customer Success Engineer – Horticulture,  to join the Services & Solutions Support team.  This is a hybrid role working in our Milton, ON office, with the opportunity to visit client sites on occasion.

Grodan has become the basis for sustainable horticulture by enabling cultivation on stone wool. Our products enable customers to use fewer valuable resources such as water, space and nutrients, resulting in crop optimization.  Our e-Gro software platform integrates greenhouse data and provides growers with better business insights.

Ready to help build a better future for generations to come? 

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly.  At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions. 

Join us and make a difference! 

What You Will Be Doing

As a Customer Success Engineer – Horticulture, you’ll provide first line technical support for both our GroSens sensors and e-Gro software and answer basic cultivation-related questions.  Furthermore, you will work closely with our internal horticulture (green) experts to grow your knowledge and help improve our advice and self-help communication.  

• Play an essential role in improving customer satisfaction by engaging in technical troubleshooting including acting on tickets related to both software and hardware system health as well as growing questions
• Monitor sensor and software data to identify trends/anomalies and accordingly generate insights to deliver pro-active advice to growers
• Contribute significantly to the quality of service delivery by building and improving the self-help knowledge base, including chat-bot optimization
• Extract insights from GroSens measurements to share with, and educate, internal stakeholders
• Collaborate with the Product team and Data Science by feeding the backlog and prioritizing features based on user pain points and data trends

What You Bring

• Bachelor’s degree  in Agronomy, Horticulture or Plant Science preferred, with 1-3 years of experience
• Comfortable with software platforms and precision growing technologies (IoT)
• The ability to explain technical concepts clearly to non-technical users
• An analytical mindset which is eager to solve problems and improve processes
• A self-starter which can manage time well and operate independently
• Willingness to travel (5-10%)

What We Offer

• Competitive Pay & Benefits from Day 1:  Comprehensive medical, dental, massage therapy, and vision plans. 
• Retirement Pension Matching Program 
• Paid Time Off: Generous PTO, paid holidays, and top up plans for maternity and paternity leave. 
• Educational Assistance & Career Growth: Invest in your future. 
• Wellness Perks: Fitness reimbursement and EAP access. 
• Safety First: Company-provided PPE and programs to keep you protected 

Who We Are

Founded in 1937 in Denmark, ROCKWOOL Group transforms volcanic rock into sustainable and innovative products that enhance lives and communities. With a global team of over 12,000 employees and 51 manufacturing facilities across 40+ countries, we are united by a shared mission: unlocking the natural power of stone to enrich modern living. 

This role is part of our Grodan business, a division of the ROCKWOOL Group.  Grodan supplies innovative and sustainable growing media solutions for professional growers and home gardeners.  For almost 50 years, our team has been dedicated to creating the optimal environment for roots resulting in healthy and strong plants.  To learn more, visit www.grodan.com.