The Lifecycle Service Manager's main objectives are to lead, oversee, and continuously improve customer service maintenance, training support, integration, and additional services for Kardex AutoStore customers. The Lifecycle Services Manager will oversee the management of additional equipment added to projects, ensuring seamless integration and performance. This role includes managing internal help desk operations for hardware/service tickets and third-party support as required for controls and hardware. This includes managing the hardware on-call schedule and escalation processes. The Manager will be responsible for the success of initial commissioning and post-handover customer relationships. Ensuring their continued satisfaction with the Kardex AutoStore systems. Additionally, the role will lead the development of new service offerings in cooperation with Account Management, such as remote monitoring and advanced system support.
The Lifecycle Services Manager is highly motivated to work in a fast-paced, startup-like environment and is prepared to lead a team while supporting the growth of the overall organization.
Your tasks
Manage preventative maintenance/service visit schedule with customers in coordination with CSMs.
Oversee training program of customer personnel on the AutoStore, Kardex supplied subsystem(s), and coordinate with other resources on the training deliverable for FulfillX.
Support the customer during the post-handover ramp up period, both remotely and on-site (if required).
Travel to customer sites as needed.
Travel domestically and internationally for leadership/training opportunities.
Support business expansion by developing new service processes and offerings (CMMS, Resident Technicians, commissioning expansions, etc).
Establish relationships and coordinate internationally and domestically for service capabilities and opportunities.
Develop, manage and maintain customer success service KPIs (PM performance, customer satisfaction, PM's delivered on time, successful commissioning).
Your profile
