Addverb
Designation:
Customer Care Manager (Site Manager)
Location:
Louisville, KY (On-Site, Full Time, Exempt)
Reports To:
Director - Customer Care
Qualifications and Skills
Bachelor’s degree or equivalent in Mechanical/Electrical/Mechatronics Engineering or similar
Minimum 5‑7 years of experience in a same or similar role with managing/supervising direct reports
Working knowledge of MS Office & Windows OS
Prior experience with Computerized Maintenance Management Systems (CMMS) is preferred
Performance management, problem solving & analytical skills
Working knowledge of electrical & mechanical parts of automation systems
Experience in robotics, warehouse automation including automated material handling systems, and logistics automation systems is a distinct advantage
Ability to work in demanding and stressful situations to meet customer demands
Positive can‑do mentality to always look for opportunities
Hands‑on approach to actively working on site for setting the standards of technical support
Strong verbal and written communication skills
Team management and development experience
Support After Sales & Customer Service Team & Stakeholder Management
Purpose of Role
Scope of responsibilities will include, but not be limited to, on‑site support, remote support, technical service, warranty management, annual maintenance contracts, and spare parts management
Provide focused leadership ensuring that customers receive best‑in‑class service
Manage a team of Residential Service / Mobile Robotics / Controls Engineers & Techs, on‑site at one of our biggest project sites for a prominent customer
Responsibilities and Duties
Collaborate with Director of Customer Care & VP of Projects to support the after‑sales strategy for Addverb and implement the same through objectives (targets), policies and initiatives to increase revenue & profitability for Addverb and improve customer satisfaction and loyalty
Develop and optimize support and service processes, tools, and systems. Also align with the internal team for regular audits of systems as per standards and needs to retain our ISO certification compliances
Negotiate, finalize, renew, and monitor service contracts with customers and partners to ensure smooth operations of automation equipment deployed at the customers sites
Build & manage customer relationships to capture feedback and improve customer satisfaction levels
Collaborate with cross‑functional teams such as supply chain, purchasing, design, production, quality, product development, projects etc. to resolve issues and improve product/service quality and customer satisfaction
Manage the mechanism for timely escalation of open issues and resolve escalations on priority basis to ensure high customer morale and satisfaction
Work closely with the global after‑sales team to ensure proper support is provided to the client at all times
Develop, train, and motivate the after‑sales team to achieve business objectives and targets while creating an inclusive and beneficial work culture
Ensure that all the above responsibilities are achieved with the relevant safety standards being applied in all situations
Schedule preventive and breakdown maintenance, and document and track maintenance records in CMMS
Manage customer spare parts and reorder parts as needed to maintain a minimal threshold of spare parts
Provide system health evaluation and analyze performance against established KPI
Data mining as needed to identify top maintenance issues that need the most attention
Provide weekly and monthly reports to the customer and stakeholders
Additional Requirements
Have experience working in a mission‑critical, on‑call environment is desirable
Have the ability and willingness to lift, lower and carry objects up to 15‑30 lbs, work from heights, climb ladders, and in confined spaces
Travel ~10‑20% only as needed
Hold a valid driver’s license with a decent driving record; having a car is preferred
Benefits
Medical insurance
401(k)
Vision insurance
#J-18808-Ljbffr
Customer Care Manager (Site Manager)
Location:
Louisville, KY (On-Site, Full Time, Exempt)
Reports To:
Director - Customer Care
Qualifications and Skills
Bachelor’s degree or equivalent in Mechanical/Electrical/Mechatronics Engineering or similar
Minimum 5‑7 years of experience in a same or similar role with managing/supervising direct reports
Working knowledge of MS Office & Windows OS
Prior experience with Computerized Maintenance Management Systems (CMMS) is preferred
Performance management, problem solving & analytical skills
Working knowledge of electrical & mechanical parts of automation systems
Experience in robotics, warehouse automation including automated material handling systems, and logistics automation systems is a distinct advantage
Ability to work in demanding and stressful situations to meet customer demands
Positive can‑do mentality to always look for opportunities
Hands‑on approach to actively working on site for setting the standards of technical support
Strong verbal and written communication skills
Team management and development experience
Support After Sales & Customer Service Team & Stakeholder Management
Purpose of Role
Scope of responsibilities will include, but not be limited to, on‑site support, remote support, technical service, warranty management, annual maintenance contracts, and spare parts management
Provide focused leadership ensuring that customers receive best‑in‑class service
Manage a team of Residential Service / Mobile Robotics / Controls Engineers & Techs, on‑site at one of our biggest project sites for a prominent customer
Responsibilities and Duties
Collaborate with Director of Customer Care & VP of Projects to support the after‑sales strategy for Addverb and implement the same through objectives (targets), policies and initiatives to increase revenue & profitability for Addverb and improve customer satisfaction and loyalty
Develop and optimize support and service processes, tools, and systems. Also align with the internal team for regular audits of systems as per standards and needs to retain our ISO certification compliances
Negotiate, finalize, renew, and monitor service contracts with customers and partners to ensure smooth operations of automation equipment deployed at the customers sites
Build & manage customer relationships to capture feedback and improve customer satisfaction levels
Collaborate with cross‑functional teams such as supply chain, purchasing, design, production, quality, product development, projects etc. to resolve issues and improve product/service quality and customer satisfaction
Manage the mechanism for timely escalation of open issues and resolve escalations on priority basis to ensure high customer morale and satisfaction
Work closely with the global after‑sales team to ensure proper support is provided to the client at all times
Develop, train, and motivate the after‑sales team to achieve business objectives and targets while creating an inclusive and beneficial work culture
Ensure that all the above responsibilities are achieved with the relevant safety standards being applied in all situations
Schedule preventive and breakdown maintenance, and document and track maintenance records in CMMS
Manage customer spare parts and reorder parts as needed to maintain a minimal threshold of spare parts
Provide system health evaluation and analyze performance against established KPI
Data mining as needed to identify top maintenance issues that need the most attention
Provide weekly and monthly reports to the customer and stakeholders
Additional Requirements
Have experience working in a mission‑critical, on‑call environment is desirable
Have the ability and willingness to lift, lower and carry objects up to 15‑30 lbs, work from heights, climb ladders, and in confined spaces
Travel ~10‑20% only as needed
Hold a valid driver’s license with a decent driving record; having a car is preferred
Benefits
Medical insurance
401(k)
Vision insurance
#J-18808-Ljbffr