External Title Sr Manager Resident System Support

Daifuku Intralogistics America Corporation; United States; Hybrid; USD 95,000 - 125,000; Full time

Job summary

Daifuku Intralogistics America Corporation is seeking a results-driven professional to manage Resident System Support (RSS) contracts and customer relationships. You will oversee RSS locations and managers, drive contract sales and renewals, and ensure safety and quality across sites.

Responsibilities include coordinating operations and maintenance, planning maintenance programs, and leading staff development and training initiatives.

Qualifications

• Bachelor’s degree in Manufacturing field or related field, or equivalent experience.
• 5+ years experience in service provision and adherence to contract terms.
• Minimum of 3 years experience managing a team in a manufacturing environment.
• Experience with CMMS programs and maintenance planning.
• Knowledge of automated conveyor systems and controls.

Responsibilities

• Oversee the customer relationship and satisfaction of RSS sites, accountable for the sales and estimation of new and renewal contracts.
• Oversees the Resident System Support Managers, including financial and technical activities of Operations and Maintenance.
• Plans, develops and implements systems and procedures to ensure operating quality and safety.
• Facilitates technical and safety training and other professional development for staff.
• Develops and implements business plans and coordinates emergency action plans.
• Maintains client relationships and ownership of the end-to-end customer service experience.

Skills

Team leadership

Customer relationship management

Contract management

MS Office

Troubleshooting Daifuku equipment

Interfacing with customers/vendors

Ability to manage multiple deadlines

Education

Bachelor’s degree in Manufacturing field

Tools

CMMS programs

Job description

Overview

About Us

Daifuku is the nation’s leading independent, U.S.-based provider of intelligent material handling systems. With hundreds of engineers in-house, the company designs, manufactures, integrates, and installs the full spectrum of intralogistics solutions. We provide leading-edge conveyor and sortation systems, voice and light-directed order fulfillment equipment, controls and software, robotics, mezzanines, and structures.

If you want to join a team of industry leading experts and who want to create an impact on the future of material handling solutions, we want to hear from you.

Position Summary

Responsible for customer relationship management and sales of RSS contracts. Operationally, oversees and

directs all Resident System Support locations and managers – providing operational assistance, support and

guidance. Responsibilities include achieving excellent safety results, strong customer and employee satisfaction while maintaining quality standards and meeting operational and financial goals.

Responsibilities

• Oversee the customer relationship and satisfaction of RSS sites, accountable for the sales and
• estimation of new and renewal contracts.
• Oversees the Resident System Support Managers, including financial and technical activities of
• Operations and Maintenance including Automation Technician and System Engineering activities on customer sites.
• Plans, develops and implements systems and procedures to ensure operating quality, preventive maintenance programs, environmental compliance and safety of assigned sites.
• Facilitates technical and safety training and other professional development for staff.
• Develops and implements business plans.
• Participates in emergency calls, coordinate action plans, and assist with the closing out of extended Client Care tickets.
• Maintains client relationships and takes ownership of the end-to-end customer service experience.
• Plans, develops and implements systems and procedures to ensure the operating quality, preventive maintenance programs, environmental compliance and safety of assigned sites.
• Develops Site Supervisors and managers to ensure proper management of employees and issues.
• Follows Daifuku Safety program policies and procedures.

Qualifications

• Bachelor’s degree in Manufacturing field and computer science related field or equivalent experience
• 5+ years’ experience in service provision, adhering to contract terms
• Minimum of 3 years of experience with managing a team in a manufacturing environment
• Experience with CMMS programs
• Advanced knowledge of fulfilment centers or distribution warehouses, and conveyor systems
• Strong leadership skills with ability to lead, manage, coach, and train all levels of employees
• Ability to interface with internal and external customers, vendors and executive management
• Strong knowledge of troubleshooting and repairing Daifuku equipment and technology
• Knowledge of automated conveyor systems and controls, electrical and electronic principles, and blueprints and electrical schematics
• Knowledge of budgets and accounting principles
• Knowledge of safety programs
• Ability to learn new technologies
• Proficient computer skills including MS Office
• Strong customer service orientation
• Self-motivated and detail-oriented
• Project management skills
• Ability to manage multiple deadlines
• Team orientation