Your Global Talent Partner - Engineering & Technology
STQ are retained by a Global Leader in the Warehouse Automation, Robotics & Material Handling space. The business supplies services and products dedicated to Robotics, Goods to Person Automation, Controls Systems & Software to various industries, including 3PL, Retail, Food & Beverage, Pharmaceutical and E-commerce.
The Role
In this role, you will oversee the Service Management, Client Support & Customer Satisfaction disciplines, driving excellence across multiple service teams. You will be responsible for all support and service operations. Therefore, a successful candidate should have a background in service management & technical support functions.
The ideal candidate should have a background within one, or multiple, dedicated product areas- Robotics, Material Handling Automation, Goods to Person Automation, Controls Systems and/or Software/SaaS products.
This is a management role leading various teams dedicated to service and technical support. If you have previous or current management/leadership experience this is also a desirable skillset.
Essential Functions
Responsible for all Service and Support Operations within North America
Responsible for ensuring the region is set with tools and skills to service clients effectively and in line with the wider strategy
Work closely with Sales Teams, R&D and other departments to ensure Service and Support readiness and provide feedback from the department
Attend Partner Service Review Meetings
Ensure Regional and Global KPI’s are tracked and achieved whilst also keeping regular 1-1 meetings with direct reports
Own and regularly review the strategy for North America
Lead and Mentor team members, offering growth, development and support
Responsible for continuous improvement of People, Processes and Technology
Oversee recruitment and onboarding for new hires within the region
Accountable for expense control and warranty approval within the region
Requirements
Educational Background: University or College educated in a relevant discipline/field
Industry Experience – Prior knowledge of robotics, warehouse automation, goods to person automation, mobile robotics, material handling automation or similar products/market
3+ years leadership/management experience – ideally tied to technical support/service function
Flexible to travel when needed - 25-30% travel annually
Location
Boston MA or surrounding area
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Engineering, Customer Service, and Management
Industries
Robotics Engineering, Automation Machinery Manufacturing, and Engineering Services
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