Director of Client Service and Success

Posted by Vecna Robotics (booth # S4583)


About the role:

Vecna Robotics seeks a Director of Client Service and Success experienced in network operations management, reporting/analytics; customer operations maintenance and support, and vendor management. The selected candidate will be responsible for providing 360° customer service ensuring the highest levels of customer satisfaction, mission capability, and uptime, and should be familiar with warehouse operations and have experience scaling support operations into a large global operations network and service provider. This position is a full-time, salaried role.

In this role you will:

Manage and plan staffing to support customers 24X7.
Develop and train Network Operations Center (NOC) and field support teams on standard operating procedures.
Create and manage the RMA, warranty, and maintenance repair processes.
Create a ticketing system for issues and have solid follow up practices to ensure closure of issues.
Manage maintenance vendor relationships to ensure SLA is achieved and maintains customer readiness.
Create and develop appropriate analytics and reporting.
Create a continuous improvement environment.
Plan and implement deployments from the NOC.
Provide strategic planning and implementation for entire support function.
Develop vision and strategy to implement a queuing system for robots in need of attention.
Lead Customer Support, Reporting and Analytics, Field Support and Maintenance.

What we are looking for:

Familiarity in deploying fully autonomous vehicle in a warehouse environment.
Experience in network and customer operations management.
Proven success in providing reporting/analytics.
Experience in vendor management.
Passion and pride providing superior customer experience
Strong communication skills.
Attention to detail, strong organizational skills, and an ability to build processes.
Some travel will be required.


Posted Date 2/20/19
Job Type Full Time
Contact Diandra Drago
Contact Email
Preferred Contact Method
Email Only
State/Province MA
Country United States of America


Customer Service
Field Service
Project Management
Service Manager
Supply Chain Management

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