SDI Element Logic Careers

Position: Full - Time

Work Schedule: Monday-Friday 8:00 AM - 4:30 PM

Main Objective

Grow and build a world-class customer success organization for customers in the Americas with support contracts that include software, controls, hardware, remote, and onsite service  offerings. 

Role and Responsibilities

• Providing senior leadership/guidance on system down events and providing executive-level updates to internal account managers and senior client executives; managing customer expectations, driving timely resolution, participating in calls with Computer Incident Response Team:
  • Availability to assist the online support desk manager.
  • Directing emergency onsite services.
• Developing service-level standards focused on response times, issue resolution, service quality, and customer satisfaction:
  • Receiving periodic daily updates of support tickets, with emphasis on severities one issues and client satisfaction issues. Facilitating second-level escalation on client issues beyond support desk capabilities.
  • Assisting the support manager in prioritizing and triaging email-based requests for support services, training, and consultation.
    
  • Responding to Tier 1 clients on high visibility matters. Coordinating/escalating recurring support issues to CTO so appropriate to
    resolve recurring issues.
    
  • Participating in periodic client support reviews; implementing corrective actions when necessary.
  • Providing executive oversight over third party call center, ensuring company honors all service-level commitments. Leading monthly reviews.
  • Using monthly ticket metrics for continuous improvement initiatives within the support team.
  • Traveling to client sites periodically to assess new installations, resolve customer satisfaction issues, and conduct a quarterly business review.

• Leading, and managing all inter-departmental requests for support services and resources.
  • Managing requests from the remote support desk located in Chile. Leading an effort to fully integrate the US-based support desk with protocols & and procedures established by Element Logic
  • Managing internal requests for support tech assistance at new project installations.
  • Managing /overseeing new project “handoffs” from the commissioning team to support the team.
•  Managing growth of support department and its ability to provide services for an increased number of clients over the next 3+ years.
  
  • Overseeing hiring, retention strategies, training, and branding.
  • Directing transition from an on-call model for after-hours support to a fully
    staffed 24/7 support desk.
  •  Developing plans to manage support of new systems with a focus on AutoStore installations.

• Negotiating, managing, and administering software support contracts valued at approx. $10M, with expected growth of 20–30% per year.
  
  • Establishing pricing and negotiating all new contracts in concert with senior SDI Element Logic leadership.
    
  • Administering annual renewals of 90+ software contracts including determining price increases, notifying clients, requesting Purchase Orders, updating contracts as required, triggering, and reviewing invoices, and assisting accounting with delinquent invoice collections.
    
  • Providing quotes for all service incidents by non-contract clients; ensures client purchase order is issued; initiates and reviews invoices by accounting.

• Developing quotes for all client requests for support services that are out of thescope of the software contract. This includes, among others: onsite requests (both emergency and routine), supplemental training, and server/PC rebuilds.
• Assuming overall responsibility for Preventative Maintenance services.
• Providing resident support services, call-out services & after-sales mechanical support
• Overseeing all hiring; developing concepts for training, retention, and morale of department staff.
• Organizing, prioritizing, and overseeing the schedules of tech staff for internal/external onsite support requests.
• Evaluating performance of employees on an annual basis.
• Handling discipline and termination of employees in accordance with company policy.
  
  

Qualifications and Education Requirements

• Bachelor’s degree
• Experience: 5+ years managing a multi-site team of maintenance, customer service and spare parts
• Experience in the material handling equipment industry, warehousing and distribution centers, global supply chains, project management, customer support, and production operations leadership.
• Bilingual (Spanish/English) is preferred.
• Must be based in the U.S. with the ability to travel internationally (up to 50% in the first year)
• Valid passport
• Valid driver’s license
• AutoStore experience is preferred.

Winning Behaviors, competencies, skills

Physical Demands