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Symbotic · 3 hours ago

Spare Parts, Success Manager

USA Wilmington, MA - ITC

Full-time

Hybrid

Mid Level

$87K/yr - $120K/yr

3+ years exp

Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. The Customer Success Manager, Spare Parts, is responsible for managing escalations, tracking spare parts orders, and ensuring proactive communication across departments to maintain high levels of customer satisfaction.

MobileRetailRoboticsSupply Chain ManagementWarehouse Automation

Responsibilities

Act as the primary escalation and feedback path for customer spare parts inquiries, ensuring timely resolution and follow-up

Manage BOM scheduling for project builds, coordinating with Project Managers and communicating shipment delays and resolutions

Support weekly and bi-weekly customer overview meetings at both the customer and site level, preparing analysis and documentation as required

Track and monitor customer escalations, SKUs, and parts shortages, leveraging KPI dashboards, email communications, and chat groups

Coordinate with Planning and Warehouse teams to align shifting project deadlines and urgent parts requirements

Maintain visibility on overdue project material and drive proactive communication to prevent missed milestones

Support refurbishment and service projects by prioritizing and resolving urgent spare parts needs

Serve as backup to the Spare Parts Program Manager in managing escalations and customer communications

Qualification

Customer success managementSupply chain coordinationBOM managementSAP proficiencyAdvanced Excel skillsAdvanced PowerPoint skillsCommunication skillsOrganizational skillsProblem-solving skillsCross-functional collaboration

Required

Bachelor's degree in Business, Supply Chain, or related field; or equivalent work experience

Minimum of 3 years of experience in customer success, service operations, or supply chain coordination

Strong communication and organizational skills, with ability to manage multiple stakeholders and priorities

Experience with BOMs, order management, and customer-facing support

Proficiency with SAP (preferred) or similar ERP systems

Advanced Excel skills (pivot tables, nested formulas, conditional logic, data visualization; macros a plus)

Advanced PowerPoint skills, including the ability to create and deliver professional, executive-ready presentations and effectively facilitate customer meetings

30% travel required for customer meetings