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Exotec · 2 days ago

Service Delivery Team Lead - Robotics & Automation

Easton, PA

Full-time

Onsite

Senior Level

5+ years exp

Exotec is at the forefront of technological excellence in order to redefine the relationship between humans and robots. The Service Delivery Team Lead will be responsible for leading teams of on-site Maintenance Technicians, building relationships with clients, and ensuring service levels and system performance are met.

LogisticsRoboticsSoftwareSupply Chain Management

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

Qualification

Service delivery leadershipWarehouse automation knowledgeClient relationship managementEquipment repair experienceTroubleshooting skillsAutonomous decision-makingFlexibilityAdaptability

Required

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