lavori da Customer Success in località United States

To manage the resident site team to consistently and successfully deliver contractual KPI’s on time and within budget. To mentor, guide, monitor and develop the team in a way that promotes Dematic values and behaviours whilst supporting the requirements and activities of our customers to deliver in full, on time, every time.
Recognise the customers values and what is critical to quality in order for the customer to succeed and provide an environment and framework of service excellence in which these targets can be achieved.

Career Development

Competitive Compensation and Benefits

Pay Transparency

Global Opportunities

https://www.dematic.com/en-us/about/careers/what-we-offer/

“Dematic is proud to provide equal employment opportunities to all employees and applicants. Dematic prohibits discrimination and harassment of any type without regard to race, religion or belief, age, sex, national or ethnicorigin, disability status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.”

Specific Responsibilities:

Talent management

• Complete annual reviews with all staff within the company timelines.
• Review development needs of the site technicians in line with site specific and Dematic business requirements.
• Coach and mentor all staff to embrace Dematic and relevant design/industry standards.
• Implement a succession planning model to ensure continued quality of employees and service delivery to the customer.
• Promote a positive working environment through engagement and develop a strategy unique to the site that maximises staff retention.

Health & Safety

• Ensure compliance with the company Health & Safety policy.
• Ensure compliance with all Health & Safety legislation.
• Create the site Health & Safety plan ensuring that it is maintained and adhered to.
• Ensure full utilization of DMMS for all Safety Critical Maintenance.
• Promote and ensure near miss reporting.
• Carry out and record required site safety tours.
• Ensure all contractors utilised are approved by Dematic.
• Ensure that foreseeable tasks are identified in a register and relevant Risk Assessments and Method Statements are created and adhered to.
• Ensure all Health & Safety documentation is current, where required scheduled for review and readily available.

Contract Delivery

• Deliver budget and demonstrate cost control within contractual guidelines.
• Meet pre-agreed KPI targets.
• Prioritise and plan AMHE repairs in line with customer business needs.
• Maintain all relevant service records and ensure they are readily available.
• Prioritise system faults to minimise impact to the customer’s business.
• Ensure site spare parts are maintained and audited in line with contractual and/or Dematic agreement.

Technical Direction

• Ensure full utilization of DMMS for all maintenance types and spares management.
• Ensure all Safety Critical PPM’s are completed before or on the due date, all exceptions to be documented and reported.
• Customer management for legislative requirements of maintenance under, but not restricted to PUWER and LOLER.
• Management and Control of obsolescence on site.
• Promote, support and propagate the standardisation/harmonisation of maintenance practices within the NE Region.
• Knowledge of relevant industry standards to the site i.e. EN258.
• Maintain compliance to key CE Directives and standards ensuring all changes are channelled through the correct business department(s).
• Ensure compliance with Dematic standards.

Resource management

• Ensure a close working relationship within the CS department and other disciplines and departments.
• To comply with all company policies.
• Record and monitor all overtime requirements for the site.
• Ensure third party support contracts dovetail and deliver key service KPI’s.

Conflict Management

• Resolve day-to-day issues as they arise, escalation as required via the correct channels.
• Manage through change.
• Use data driven analysis to resolve conflicting views.

Continuous Improvement

• Define, support and lead LEAN projects seeking efficiency in all business processes, removing non value added steps and waste.
• Establish “what” is Critical to Quality (CTQ’s) for customer success and to enable the Dematic approach of total customer focus.
• Identify where variation in processes exist and reduce through auditing/coaching/mentoring.
• Identify and highlight opportunities.
• Relentless continuous review of process.
• Identify system faults and determine the root cause of all issues.
• Drive a proactive culture documenting Corrective and Preventative Action (CAPA).
• Communicate root cause identification and CAPA success throughout the business.

Customer Satisfaction

• Understand and focus on exceeding your customer’s expectations.
• Deliver a proactive customer service anticipating problems and offering solutions for prevention.
• Gather customer satisfaction feedback, track and trend the results.
• Build a trusted and dependant relationship with the customer.

General Responsibilities

• Lead by example.
• Manage by fact.
• Responsibility for equipment servicing standards to OEM recommendations.
• Attend Customer review meetings.
• Support and defend company values, the principles and direction of the company.
• Establish and maintain written and verbal communications across all business levels internal and external to the site.
• Provide progress reports to the management team for site progression as and when required.
• Document storage system is specific and visually determined.

Knowledge & Experience Required

• HNC / HND / Degree qualified
• Proven experience leading a team of engineers
• IOSH / NEBOSH Trained
• Budget and cost control experience essential
• Experience in Continuous Improvement techniques.