ILUS - Sr Manager Resident System Support

Daifuku Co., Ltd.; United States; On-site; USD 85,000 - 110,000; Full time

Job summary

Daifuku Co., Ltd. is seeking an experienced individual to manage customer relationship management and oversee Resident System Support contracts. This role is crucial for ensuring customer satisfaction and achieving operational goals.

The ideal candidate should have a Bachelor’s degree in Manufacturing or a related field, with at least 5 years of experience in service provision and team management.

Join our team to make an impact in the future of material handling solutions.

Qualifications

• 5+ years’ experience in service provision adhering to contract terms.
• Minimum of 3 years of experience managing a team in a manufacturing environment.
• Strong knowledge of troubleshooting and repairing Daifuku equipment.

Responsibilities

• Oversee customer relationships and satisfaction of RSS sites.
• Facilitate technical and safety training for staff.
• Develop and implement business plans.

Skills

Leadership skills

Customer service orientation

Troubleshooting and repairing equipment

Project management skills

Education

Bachelor’s degree in Manufacturing or Computer Science

Tools

CMMS programs

MS Office

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.
• PlAins, 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