Career Forum

Full-time
Melbourne, FL • Software Maintenance
Description

Main Objective
Grow and build a world-class customer success organization for customers in the Americas with support contracts that include software, controls, hardware, remote, and onsite service offerings.

Role and Responsibilities
These responsibilities include but are not limited to:
Providing senior leadership/guidance on system down events and providing executive-level updates to internal account managers and senior client executives; managing customer expectations, driving timely resolution, participating in calls with Computer Incident Response Team:
Availability to assist the online support desk manager.
Directing emergency onsite services.
Developing service-level standards focused on response times, issue resolution, service quality, and customer satisfaction:
Receiving periodic daily updates of support tickets, with emphasis on severities one issues and client satisfaction issues. Facilitating second-level escalation on client issues beyond support desk capabilities.
Assisting the support manager in prioritizing and triaging email-based requests for support services, training, and consultation.
Responding to Tier 1 clients on high visibility matters. Coordinating/escalating recurring support issues to CTO so appropriate to
resolve recurring issues.
Participating in periodic client support reviews; implementing corrective actions when necessary.
Providing executive oversight over third party call center, ensuring company honors all service-level commitments. Leading monthly reviews.
Using monthly ticket metrics for continuous improvement initiatives within the support team.
Traveling to client sites periodically to assess new installations, resolve customer satisfaction issues, and conduct a quarterly business review.
Leading, and managing all inter-departmental requests for support services and resources.
Managing requests from the remote support desk located in Chile. Leading an effort to fully integrate the US-based support desk with protocols & and procedures established by Element Logic
Managing internal requests for support tech assistance at new project installations.
Managing /overseeing new project “handoffs” from the commissioning team to support the team.
Managing growth of support department and its ability to provide services for an increased number of clients over the next 3+ years.
Overseeing hiring, retention strategies, training, and branding.
Directing transition from an on-call model for after-hours support to a fully
staffed 24/7 support desk.
Developing plans to manage support of new systems with a focus on AutoStore installations.
Negotiating, managing, and administering software support contracts valued at approx. $10M, with expected growth of 20–30% per year.
Establishing pricing and negotiating all new contracts in concert with senior SDI Element Logic leadership.
Administering annual renewals of 90+ software contracts including determining price increases, notifying clients, requesting Purchase Orders, updating contracts as required, triggering, and reviewing invoices, and assisting accounting with delinquent invoice collections.
Providing quotes for all service incidents by non-contract clients; ensures client purchase order is issued; initiates and reviews invoices by accounting.
Developing quotes for all client requests for support services that are out of thescope of the software contract. This includes, among others: onsite requests (both emergency and routine), supplemental training, and server/PC rebuilds.
Assuming overall responsibility for Preventative Maintenance services.
Providing resident support services, call-out services & after-sales mechanical support
Overseeing all hiring; developing concepts for training, retention, and morale of department staff.
Organizing, prioritizing, and overseeing the schedules of tech staff for internal/external onsite support requests.
Evaluating performance of employees on an annual basis.
Handling discipline and termination of employees in accordance with company policy.

Winning Behaviors, competencies, skills:
Structured
Organized
Metric-driven focus
Multi-site Management
Risk Mitigation
Decisive Leadership
Procurement & Logistics
Emotional Intelligence
Strategic Planning
Customer Support
Strategic Sourcing

Requirements:
Bachelor’s degree
Experience: 5+ years managing a multi-site team of maintenance, customer service and spare parts
Experience in the material handling equipment industry, warehousing and distribution centers, global supply chains, project management, customer support, and production operations leadership.
Bilingual (Spanish/English) is preferred.
Must be based in the U.S. with the ability to travel internationally (up to 50% in the first year)
Valid passport
Valid driver’s license
AutoStore experience is preferred.

Physical Demands:
Prolonged periods of sitting at a desk and working on a computer.
Occasional need to stand for extended periods, especially during site visits.

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