Senior Customer Support Manager, Robotics
Locus Robotics is a warehouse-automation company providing autonomous mobile robots and the LocusONE orchestration platform for fulfillment and logistics operations.
Funding history
About Locus Robotics
Locus Robotics delivers Robots-as-a-Service warehouse automation. Its LocusONE platform coordinates people, autonomous robots, and workflows for picking, putaway, transport, and autonomous fulfillment; its current fleet includes Locus Array, Locus Origin, and Locus Vector.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the Robotics Support Specialists team, setting direction, priorities and standards for customer support. You will own daily support operations and SLA performance, lead critical incident response and escalations, and drive operational excellence and automation. You will partner with Engineering, Customer Success Management and Field Services to improve the customer support experience.
Requirements
- 5+ years leading technical support teams for integrated hardware and software solutions
- Proven experience leading high-priority customer escalations and major incident (P1) response
- Exceptional communication and leadership skills
- Proven ability to develop team leads and technical specialists and drive performance improvement
- Flexibility to support a 24/7 operational environment
- Excellent written and verbal English communication skills
- Must be local to Wilmington, MA area
- Eligible to work in the United States
Responsibilities
- Lead, coach and develop the RSS Team with clear expectations and development plans
- Own daily support operations and SLA performance
- Lead critical incident response and escalation management
- Set priorities for operational excellence, automation and continuous improvement
- Lead cross-functional projects and key initiatives
- Partner with Engineering, Customer Success Management and Field Services
- Use support metrics to guide operational decisions, workforce planning and capacity
- Establish case ownership and follow-up standards and lead Salesforce dashboard reviews
- Maintain and develop troubleshooting and customer communication playbooks
Benefits
- Bonus
- Equity
