Lifecycle Services Manager

Kardex

• $100K — $120K *
US-AnywhereRemote in Cincinnati, OH
Technical Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 5+ years in service management or similar role
  • Experience with customer relationship management in technical environments
  • Strong background in maintenance and operational support of hardware systems
  • Ability to lead and develop training programs
  • Excellent communication and problem-solving skills
  • Willingness to travel domestically and internationally
  • Proven ability to work in a fast-paced, dynamic environment

Responsibilities

  • Manage preventative maintenance schedules for customers
  • Oversee training programs for customer personnel on Kardex systems
  • Support customers during post-handover ramp up periods
  • Travel to customer sites as needed for support
  • Develop and introduce new service processes and offerings
  • Establish and coordinate service capabilities for international customers
  • Manage and maintain customer success service KPIs

Benefits

  • Opportunity to work in a fast-paced, startup-like environment
  • Leadership role with team support and development
  • Chance to create and expand new service offerings
  • Involvement in domestic and international travel opportunities
  • Focus on customer satisfaction and success metrics
  • Collaboration with Account Management for strategic growth
Full Job Description
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

* Ladders Estimates

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