Service Delivery Team Lead - Robotics & Automation

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 the end consumers, all while mitigating labor constraints and increasing workplace safety.

Through the unification of sate-of-the-art 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 1,000 ExoPeople (and counting!) 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

• Serve as the primary local maintenance service representative for assign client warehouse locations, building strong, trusted relationships with key client stakeholders
• Act as the escalation point for client concerns related to system performance, service levels and maintenance operations, ensuring timely resolution and clear communication (inclusive of business-critical travel)
• Lead teams of on-site Maintenance Technicians based at client warehouse locations in the North American (Northeastern & Northern) region, inclusive of recruiting, onboarding, day-to-day direction and guidance, performance management and regular training & development
• Coordinate schedules, coverage and resources to meet service level expectations, including third-party vendors and/or inspection partners
• Monitor performance and system health KPIs, providing regular and timely data reports to appropriate internal and external stakeholders
• Proactively identify risks, recurring issues or opportunities for service improvement and lead corrective or preventative maintenance actions
• Partner closely with internal teams (Product, R&D, Deployment Engineering, Sales, etc.) to align on contractual commitments and client expectations
• Ensure operational costs and material purchasing stays within budget
• Promote a strong safety culture, seeing that all maintenance team members, external partners and/or contractors, warehouse operators and any on-site visitors are compliant with health, safety and environmental standards and protocol

Requirements

We strongly encourage applications from candidates of all genders to help us build a truly inclusive environment. If you don’t meet every requirement listed below, don’t worry—your skills and experiences may still make you a great fit!

• 5+ years experience leading hands-on service delivery or maintenance teams within a business-to-business (B2B) context
• Some knowledge of the warehouse automation, industrial robotics, materials handling and/or logistics space would be highly beneficial 
• Comfort with up to 50% regular travel to client warehouse sites (predominantly in the northeast/northern regions) or regional corporate office in Atlanta, GA
• Strong client-facing mindset with the ability to build credibility, manage expectations, navigate and even repair, when necessary, demanding stakeholder relationships
• Flexibility with picking up Maintenance Technician shifts in the event of team member PTO and/or sick leave
• Some equipment repair and troubleshooting experience (or, at minimum, a desire to learn)
• A comfort and ease working in fast-paced, everchanging environments, like robotics and technology 
• Able to work and make business decisions or leadership decisions autonomously
• Ability to meet physical demands of job: occasional lifting up to 50 lbs & working on equipment overhead and at ground-level

Benefits

• Compensation package of base salary + annual bonus potential
• Comprehensive medical, dental and vision coverage
• Generous vacation and time off policy
• 401(k) with company match up to 5%
• Eligibility to participate in Employee Share Program after 1 year of employment
• Continuous opportunities for training and development in a quickly growing company
• Company-hosted teambuilding and social events with North America HQ (in Atlanta, GA) through the year

To apply, please submit your résumé. 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.