Job description:
The Partner Support Manager will lead a team of 7 (6 application techs and engineers) to enhance client's distribution and integrator channels, initiate a new revenue-generating fee-based support model, and ensure exceptional customer satisfaction. This role focuses on hands-on escalation management, operational efficiency, and strategic development in automation.
Key Responsibilities:
- Revenue-Based Model: Spearhead the creation and management of a new payable support system, distinguishing billable services from included support to drive revenue.
- Customer Escalation Management: Handle daily customer escalations, prioritizing urgent issues, deploying resources effectively, and ensuring proactive issue resolution.
- Hands-On Customer Interaction: Engage directly with distributors, integrators, OEMs, and key customers to support business growth and satisfaction.
- Strategy and Efficiency: Develop strategies for the new support system, streamline operations with tools and technology, and optimize resource deployment.
- Team Leadership: Coach and mentor the team, manage performance reviews, and promote a collaborative, high-satisfaction work environment
Qualifications:
Ideal Candidate Background:
- Likely comes from field support, product support, or installation/deployable services (e.g., manager of application engineering).
- Education: Bachelors in Engineering preferred (or other relevant).
- Experience: 5+ years in robot/automation industry, ideally in field support, product support, or application engineering.
- Skills: Proven people management, deep automation knowledge, robotic programming expertise (Yaskawa, Fanuc, or Kawasaki preferred), adaptability, and revenue model development.
- Leadership: Strong leader with experience managing technical teams and customer-facing escalations.
NO SPONSORSHIP
Prefer candidates local to the Greater Dayton area, but potential to consider Relocation for the right candidate.
Why is This a Great Opportunity:
Excellent leadership team.
Lots of opportunity for growth. This position is developing a new revenue generating stream for them on the training/support side. So lots of visibility.
Bonuses available
Salary Type : Annual Salary
Salary Min : $ 110000
Salary Max : $ 140000
Currency Type : USD