Seeking a Director of Software Services responsible for Customer Service Software operations in support of all Swisslog customers within the North American region. This individual will coordinate software design and implementation services for existing clients as needed, and foster active partnership with clients by developing and maintaining processes necessary to maintain responsiveness and open communication with existing customers.
Short Facts
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Newport News, VA, United States of America -
Swisslog -
Customer Service -
Permanent Position
Responsibilities
- Manage the customer support contract throughout entire life cycle, to include offer, monitor, renew, reassess and upgrade.
- Provide guidance and oversight to the Software Engineering, Quality Assurance and Business Analyst teams and manage day to day operations.
- Direct and plan the activities of the CS Software Organization to ensure adherence to procedures, processes and performance related to the AS/RS operating system.
- Develop Software Strategy for CS North America.
- Collaborate with Global CS teams within Swisslog and represent North American CS SW organization globally.
- Oversight of customer communication plan and execution; routinely seek feedback and use to improve customer satisfaction
- Periodically communicate customer status to the rest of WDS to ensure all may remain knowledgeable on customer growth, needs, and potential projects.
- Provide consultation to show the customer how our products may add value to their business. Maintain a thorough understanding of customer’s business, current and future. Promote modernization efforts among installed base
- Establish and maintain Customer Advocacy role. Develop strong relationship with customer
- Monitor budgeted revenue intake leveraging all necessary resources to meet budgetary goals
- Identify and capture Software opportunities within installed base outside the scope of original project delivery
- Identify product quality issues that have major impact on contract costs, customer satisfaction and future product sales
- Champion the development of new or the improvement of existing software products based upon customer feedback and needs
- Divert crisis situations by proactive escalation of key customer issues to appropriate levels, including involvement of Swisslog software engineers, individual business unit managers, and engineering design teams
- Manage Vendor contracts and delivery
Application Requirements
- Essential B.A. /B.S. in Business or Engineering Management or Computer Science field or equivalent job experience.
- 2 years’ experience as a manager
- 6-8 years as part of a Software team or Software product sales
- 3-5 years’ experience Business Development, Software Sales or Engineering Management field
- A high degree of organizational and time management skills and excellent verbal/written communications skills is required.
- Proven track record in a fast-paced, demanding environment, with the ability to be flexible and adapt well to change
- Supply chain management (fundamental understanding);
- Products, applications, and experience in the warehouse or factory automation industry
- Small P&L management or financial management skills
- Analytical, problem-solving and decision-making skills
- Excellent written and verbal communication;
- Attention to Detail;
- Must be highly articulate, proactive and self-motivated;
- Ability to multi-task and work independently
- Computer literate in all MS Office products, SAP experience a benefit
Our promise
Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.
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Onboarding -
Grow with Us! -
Learn & Grow -
Flexible Working Options -
Diversity & Inclusion -
Great Team Spirit -
Wellbeing Initiatives
About Swisslog
Swisslog is shaping the #future of #intralogistics. As part of the KUKA Group, we are at the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we're a team of 2,000 professionals and 50 nationalities, working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, #robotic and #data-driven automated solutions, we are powering the supply chain and taking the industry forward. #JoinOurTeam and bring ideas to life!
