Position DescriptionE80 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)
QualificationsRequired
- 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.
Travel: 0 - 50%
Level of experience: Senior
