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This role is responsible for buiding and managing a team of resources that ensure high-quality handover for New Business projects transitioning to Customer Support. Responsibilities of the business transition team include onboarding of customers into the Customer Service landscape, facilitation of shifting responsibilities between the customer, project team and CS prior to Go-Live, monitoring system performance during the first twelve (12) months of system operation, and adovacating for customer on post go-live technical issues.

This role facilitates the involvement of key CS resources during the project phase and monitors system performance of newly-transitioned projects. This person works with CS Account Managers and NB Sales Directors to understand/serve clients’ needs and manage new project reliability risks. Main performance indicators include CS’s overall preparedness/ability to support our clients, the quality of system performance, reduction of open points, level of customer satisfaction, and profitability of support.

In een oogopslag

  • Newport News, VA
    Newport News, VA, Verenigde Staten van Amerika
  • Controls Engineering
    Controls Engineering
  • Regular/ Permanent/ Full-time
    Regular/ Permanent/ Full-time

Wat je bij ons bereikt

Core Tasks
•Hire, retain, and develop a team of business transition resources.
•Effectively manage team members in line with company policies and procedures, including performance, development and conflict resolution.
•Proactively report to management, so that they are well informed of the work currently in development.

•Implement team goals and objectives, supervise, train and guide team members:
•Follow up with projects after they are completed to assess for areas of improvement
•Provide team member assessment and feedback in Annual and semiannual reviews
•Perform lessons learned sessions with his team members.

•Attend New Business PPR meetings and regularly report on performance of upcoming and recently-transitioned projects.

•Establish trusted relationship with project, CS, and customer stakeholders to achieve/exceed as-sold system performance.
•Understand New Business projects scope and support Key Account Managers in onboarding clients to Customer Support.
•Ensure involvement of CS business transition resources during ommissioning/implementation. Participate in PAC/FAC testing of new installations.
•Conduct project handover meetings, facilitate Go-Live kick off meetings, and validate CFW_199 Handover Documents to ensure timely, complete transition to CS.
•Ensure adequate representation from the business transition team is present for ticket review meetings. Regularly meet with GHD Manager Manager to review incident resolution performance from team’s area of responsibility Ensure business transition team monitors system performance and assess
if the system is meeting original as-sold conditions. Manage internal resources to develop solutions to problem tickets for transitioning customers in a timely manner.

Wat jij al in je bagage hebt

Essential

•Experience with automated material handling systems with a basic understanding of industrial automation.
•Proficient in the use of MS Office products and AutoCAD.
•Excellent written and verbal communication skills, including demonstrated presentation skills.
•Analytical, problem-solving and decision-making skills.
•Bachelor’s Degree.

Onze belofte

Swisslog biedt jou de mogelijkheid om je persoonlijk verder te ontwikkelen terwijl je met ons aan een toonaangevende missie werkt: de toekomst van de intralogistiek te veranderen in een toekomst waarin robot- en gegevensgebaseerde oplossingen optimale oplossingen voor klanten ontwikkelen. Wij zijn trots op onze Zwitserse afkomst. Maar onze mogelijkheden zijn wereldwijd. Wij verwachten geen perfectie maar vooral Collaboration, Commitment, Clarity en Competence (onze core values) van al onze medewerkers. Aan jou bieden we de kans om deel uit te maken van de drijvende kracht achter oplossingen die de toekomst veranderen.

Onboarding

Over Swisslog

Swisslog creëert de #toekomst van de #Intralogistiek. Als deel van de KUKA groep werken wij aan de nieuwste technologieën die de wereld veranderen. Wij zijn een team van 2000 experts uit 50 landen met enkele van de wereldwijd grootste en spannendste merken als klant. Samen werken we er op smarte wijze en met nieuwe perspectieven aan om de intralogistiek te revolutioneren. Met onze flexibele #robotgebaseerde en #gegevensgebaseerde automatiseringsoplossingen zijn we een drijvende kracht om de supplychain en de industrie te verbeteren. #worddeelvanonsteam en breng ideeën tot leven!

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