Resident System Support Manager — Ops, Sales & Safety

Daifuku North America; Northern (KY); Hybrid; USD 95,000 - 130,000; Full time

Job summary

Daifuku North America is seeking a Customer Relationship Manager for Resident System Support to oversee RSS sites, drive contract sales and renewals, and ensure safety and quality standards. You will lead RSS managers, coordinate maintenance and engineering activities at client sites, develop systems, train staff, and manage emergency responses while delivering exceptional customer service.

Join a team focused on reliable intralogistics solutions and continuous improvement across distribution

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

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.

Skills

Customer relationships

Contract management

Sales leadership

Team leadership

Operations oversight

Safety compliance

Facility operations

CMMS

Budget awareness

Communication

Project management

Multitasking

Customer service

Detail-oriented

Education

Bachelor's degree (Manufacturing) or related field

Tools

CMMS

Job description

Daifuku North America is seeking a Customer Relationship Manager for Resident System Support to oversee RSS sites, drive contract sales and renewals, and ensure safety and quality standards. You will lead RSS managers, coordinate maintenance and engineering activities at client sites, develop systems, train staff, and manage emergency responses while delivering exceptional customer service.

Join a team focused on reliable intralogistics solutions and continuous improvement across distribution