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System Operations Site Manager

March 14, 2024

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Responsible for “Total Customer Care” of our customer's system located in Media, PA. Oversight of all services offered / required by our customer. Foster business relationship between the customer and Swisslog. Play a key role in the development of a high level of customer satisfaction, generating new Service business opportunities, and sales of service products. Exercise independent judgment and analytical skills to resolve customer requests with minimal assistance. This role also serves as a liaison to other functional groups including customer operations and I.S. support.

The System Operations Manager is responsible for the daily technical operational status and reporting performance of the AS/RS material handling system. The operations manager must act as the customer advocate, attend customer operational meetings, organize and monitor all data backups as scheduled, devise and monitor the preventative maintenance plan and manage the operating system to ensure timely and accurate results. Success of this position will be measured based on overall improvements in service revenue generation, customer satisfaction, and support productivity. Organization and planning and participation in the required on-call 7 days a week service for emergency support is essential.

Short Facts

  • Philadelphia, PA
    Philadelphia, PA, United States of America
  • Swisslog
    Swisslog
  • Customer Service
    Customer Service
  • Permanent Position
    Permanent Position

Responsibilities

  • Manage the customer support contract throughout entire life cycle, to include design, offer, monitor, renew, reassess and upgrade.
  • Provide guidance and oversight to six technicians and manage day to day operations.
  • Direct and plan the activities of the shift leaders to ensure adherence to procedures, processes and performance related to the AS/RS operating system.
  • Direct and facilitate the training of shift leaders in respect to the Swisslog operating system.
  • Enforce the adherence to safe operational conduct including but not limited to: lock-out-tag-out, confined space, walkway clearance and noise protection.
  • 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
  • Identify and capture Swisslog 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 service products based upon customer feedback and needs
  • Divert crisis situations by proactive escalation of key customer issues to appropriate levels, including involvement of Swisslog technicians, individual business unit managers, and engineering design teams
  • 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

Application Requirements

  • Bachelor's Degree in Business or Engineering Management field or equivalent job experience.
  • 2 years’ experience as a manager
  • 2 years as part of a service team or service product sales
  • 3-5 years’ experience Business Development, Service Sales or Service 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.
  • 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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    Learn & Grow
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    Flexible Working Options
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    Diversity & Inclusion
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    Great Team Spirit
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    Global Opportunities

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!

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