Service Account Manager, Order Fulfillment Automation

Exotec; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Annual bonus potential

Comprehensive medical, dental and vision coverage

Generous vacation policy

401(k) with company match

Employee Share Option program eligibility

Opportunities for training and development

Newly renovated office space

Job summary

A leading robotics company in Atlanta seeks a Client Advocate to enhance client satisfaction and manage maintenance contracts. The ideal candidate will have a Bachelor's degree and over 5 years of maintenance experience, particularly with contract execution. Responsibilities include monitoring client satisfaction, ensuring compliance with service agreements, and participating in the improvement of operational reliability. The company offers competitive benefits, including an annual bonus and comprehensive medical coverage.

Qualifications

• 5+ years of maintenance experience with exposure to contract execution.
• Broad knowledge of software, mechanical and electrical engineering.
• Openness to travelling up to 25% to client sites.
• Broad knowledge of software, mechanical and electrical engineering
• Travel up to 25% to client sites in North America

Responsibilities

• Understand clients' operational objectives and how Exotec's solutions support them.
• Monitor client satisfaction and seek opportunities to improve experience.
• Ensure Exotec meets terms of service agreements.
• Report on maintenance contracts profitability
• Hand over client sites from Deployment to Maintenance teams and ensure smooth daily operations
• Improve Exotec system reliability and maintenance processes

Skills

Interpersonal skills

Customer service orientation

Analytical skills

Project management

Technical documentation preparation

Education

Bachelor's degree or equivalent

Job description

Exotec is at the forefront of technological excellence in order to redefine the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e commerce by revolutionizing the way they fulfill their orders to end consumers, all while mitigating labor constraints and increasing workplace safety.

Through the unification of cutting‑edge software and high‑performance hardware, our robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.

Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with our ExoPeople around the world to help turn your ideas into a reality.

The robotics revolution is just the beginning at Exotec. Will you be part of it?

Responsibilities

• As a client advocate, understand the clients’ operational objectives and how their use of Exotec’s solutions support those objectives.
• Monitor clients’ satisfaction with and actively seek out opportunities to improve the client experience and satisfaction, both within Exotec and at the client sites.
• As the subject matter expert on the clients’ lifetime services agreements, ensure Exotec meets the agreed terms and conditions of those agreements and establish and manage 3rd‑party service contracts to support non‑core products that Exotec supplies to our clients.
• Report internally on maintenance contracts’ profitability.
• Actively participate in the handover of client sites from Exotec’s Deployment team to the Maintenance team, working with the client to ensure they understand how Exotec supports their operations on a daily, weekly, and monthly basis.
• Participate in the ongoing improvement of Exotec’s system reliability and maintenance processes, best practices, protocol, etc.

Requirements

• Bachelor’s degree or equivalent is required.
• 5+ years of maintenance experience, specifically with some exposure to maintenance contracts execution and management.
• Some exposure to the industrial automation, materials handling, warehousing and/or logistics sectors would be highly beneficial.
• Broad knowledge of software, mechanical and electrical engineering concepts.
• Excellent interpersonal skills with the ability to build rapport with clients, contractors and suppliers at all levels of business across multiple cultures.
• Strong orientation toward customer service.
• Demonstrated ability to both collaborate with others and drive your own work.
• Strong analytical and reporting skills, with attention to detail and financial acumen.
• Project management skills.
• Ability to prepare or oversee technical documentation.
• Openness to travelling up to 25% to client sites in North America.

Benefits

• Annual bonus potential on top of base salary.
• Comprehensive medical, dental and vision coverage.
• Generous vacation and time‑off policy.
• 401(k) with company match.
• Eligibility to participate in Employee Share Option program after 1 year of employment.
• Continuous opportunities for training and development within a quickly growing company.
• Beautiful, newly renovated office space in midtown Atlanta.

To apply, please submit your resume. Only shortlisted candidates will be contacted for the next steps in the hiring process. We look forward to receiving your application!

Exotec is an equal opportunity employer and all applicants will be considered without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, ethnicity, or any other protected classification, in accordance with applicable federal, state, and local laws. We provide an inclusive work environment that respects all differences.