Position Description

E80 group is seeking for a Regional Customer Service Operations Manager for the Midwest Region, reporting to CS Operations Manager USA & Canada.
This role is responsible for ensuring the performance, reliability, and overall effectiveness of E80's fully automated intralogistics systems across key customer sites in the region. The position leads a multidisciplinary service organization - including resident engineers, remote support, and back-office teams - to maximize system uptime, optimize performance, and ensure full compliance with contractual SLAs. It also serves as the operational owner of customer success, acting as a key liaison between Service, Project Management, and Reliability Engineering to continuously enhance system output and support customers in achieving their operational goals.

Key Responsibilities

• Own system performance across assigned sites (uptime, throughput, reliability)
• Lead field service teams (RAEs, support engineers, coordinators) across multiple locations
• Drive SLA execution and act as contract owner for key accounts
• Translate data into action: analyze KPIs, identify performance gaps, implement corrective plans
• Lead cross-functional execution across Service, PM, Engineering, and Sales
• Manage escalation and resolution of complex technical and operational issues
• Identify and deliver improvement initiatives (retrofits, optimizations, upgrades)
• Develop high-performing teams through coaching, accountability, and performance management

KPIs / Success Measures

• System uptime and availability
• Alarm rate reduction and resolution time
• SLA compliance and customer scorecards
• Throughput and system performance improvements
• Ticket backlog and resolution cycle time
• Customer satisfaction (measured through performance outcomes, not surveys alone)

Qualifications

Required

• 7+ years in automation, intralogistics, or material handling (service, operations, or project roles)
• Experience leading cross-functional technical teams in complex environments
• Strong understanding of automated systems (LGVs, ASRS, robotics, packaging lines)
• Proven ability to manage customer-facing operations and escalations
• Data-driven mindset with strong analytical capability

Preferred

• Experience with PLC troubleshooting or industrial controls
• Background in reliability engineering, maintenance, or continuous improvement
• Familiarity with SAP, Salesforce, or similar systems
• Certifications (CMRP, CPS, etc.)

Why Join E80

• Own real systems, not just processes - you impact live customer operations daily
• Integrated operating model - Service, PM, and Engineering work as one team
• Cutting-edge automation - robotics, LGVs, and high-density ASRS environments
• Career growth with global exposure - structured development and mobility
• High-impact role - direct line of sight to customer performance and business outcomes

What We Offer

Compensation: $120K - $140K DOE (FLSA Exempt) Benefits: Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match Location: Midwest (Chicago-based)Travel: Up to 50%

Not just a job, but Career Growth: Our steady year-over-year growth has fostered a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to realize your full potential, whichever career path you choose.

E80 World Academy: Prepare to be wowed by our innovative training and learning paths. We deliver cutting-edge insights so you can hone your expertise to be successful in your job.

#BE80: You will become part of a dynamic and collaborative team where giving back is close to our hearts-an integral part of our success and core to the #BE80 Culture.

Qualified applicants will receive consideration.

Travel: 0 - 50%

Level of experience: Senior