Service and Technical Support Manager

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