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Systems Operations Site Manager

den 9 juni 2021


Responsible for System Operations of the Michelin site in the Greenville/Spartanburg, NC area; oversight of all services offered / required by Michelin; foster business relationship between the customer and Swisslog. Plays a key role in the development of a high level of customer satisfaction, generates new service business opportunities, and sales of service products. Exercises 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 Site Manager is responsible for the daily technical operational status and reporting performance of the material handling system. The operations manager must; act as the customer advocate, attend customer operational meetings, manage spare parts inventory, devise and monitor the preventative maintenance plan, and manage the operational support of the automated 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.

Sammanfattning

  • Newport News, VA
    Newport News, VA, USA
  • Installation / Maintenance / Repair
    Installation / Maintenance / Repair
  • Regular/ Permanent/ Full-time
    Regular/ Permanent/ Full-time

Dina arbetsuppgifter

Core tasks
  • Manage the customer support contract throughout entire life cycle, to include design, offer, monitor, renew, reassess and upgrade.
  • Provide guidance and oversight of technicians and mechanics and manage day to day operations.
  • Direct and plan the daily, weekly, and monthly preventative and predictive maintenance inspections.
  • Direct the activities of the shift leaders to ensure adherence to procedures, processes and performance related to the AS/RS.
  • Direct and facilitate the training of shift leaders in respect to the Swisslog 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
  • Monitor budgeted revenue intake leveraging all necessary resources to meet budgetary goals
  • 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
  • Manage spare parts inventory to ensure system availability while avoiding carrying excess inventory.

Vad du tar med dig till oss

Necessary Experience:

B.A. /B.S. 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


Computer literate in all MS Office products, SAP experience a benefit


  • 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

Vårt löfte

Swisslog erbjuder dig möjlighet till personlig utveckling när du gemensamt med oss förverkligar vår mission: Att permanent förändra framtidens intralogistik med robotbaserade och datastödda lösningar som skapar unik kundnytta. Vi är stolta över vårt schweiziska arv, men våra produkter och tjänster efterfrågas på en global marknad. Vi förväntar oss inte perfektion, utan istället Collaboration, Commitment, Clarity och Competence (våra kärnvärden) från alla medarbetare. I gengäld erbjuder vi dig att vara med och driva på de tekniska lösningar som kommer att förändra framtiden.

Onboarding

Om Swisslog

Swisslog skapar #framtidens #intralogistik. Som en del av KUKA-gruppen utvecklar vi innovativa tekniska lösningar som kommer att förändra världen. Vårt team består av 2 000 experter från 50 länder. Till kundkretsen hör några av världens största och mest spännande varumärken. Vårt gemensamma mål är att revolutionera intralogistiken på ett smart sätt och med nya angreppssätt. Med flexibla #robotbaserade och #datastödda automationslösningar effektiviserar vi försörjningskedjan och driver på industrin. #Bli en del av vårt team och förverkliga dina idéer!

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