_{13th February, 2025}

Reporting to the CEO for North America, the Vice President and General Manager, Customer Support, will oversee all customer support operations across North America. This role is pivotal in ensuring the highest standards of customer care, customer retention, and customer expansion—encompassing sales, project delivery, preventative and reactive maintenance, and project execution, including upgrades and enhancements to our installed base of advanced automation solutions.
Key Responsibilities:

• Leadership and Strategy:
• Develop and implement strategic plans for customer support operations, aligning with the company’s overall business objectives.
• Establish and communicate a clear vision for the customer support team, driving alignment and commitment across all levels.
• Play an active role on the senior leadership team to help shape the direction and velocity of organizational development.
• Sales and Business Development:
• Drive sales initiatives to grow the top line, focusing on sales mix diversification to enhance margin improvement.
• Identify and pursue new business opportunities within the customer support domain.
• Collaborate with the sales team to develop and execute customer acquisition and retention strategies.
• Customer Care:
• Oversee all facets of customer care, including preventative and reactive maintenance, ensuring exceptional service delivery and customer satisfaction.
• Implement customer feedback mechanisms to continuously improve service quality and responsiveness.
• Develop and maintain strong relationships with key customers, acting as the primary point of contact for escalated issues.
• Project Delivery:
• Manage project delivery processes, ensuring timely and efficient execution of upgrades and enhancements to intralogistics systems.
• Oversee project planning, resource allocation, and risk management to ensure successful project outcomes.
• Ensure compliance with industry standards and regulatory requirements throughout project execution.
• Operational Excellence:
• Implement best practices and continuous improvement initiatives to optimize customer support operations.
• Monitor key performance indicators (KPIs) and use data-driven insights to drive operational improvements.
• Foster a culture of innovation and excellence within the customer support team.
• Team Development:
• Lead and mentor a high-performing team, fostering a culture of performance, collaboration, and innovation.
• Identify and develop high-potential talent within the team, providing ongoing training and development opportunities.
• Attract and acquire high-potential talent to strengthen the team and support business growth.
• Build people roadmaps to mitigate succession risk and address related workforce risks.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Financial Performance:
• Monitor and manage the financial performance of the customer support division, ensuring profitability and cost-effectiveness.
• Develop and manage budgets, forecasts, and financial reports.
• Identify and implement cost-saving initiatives without compromising service quality.
• Cross-functional Collaboration:
• Work closely with other business units to establish joint objectives for front-end and back-end growth, customer capture, and strategic initiatives.
• Collaborate with the Center of Competence for Customer Support to align on key objectives and strategic initiatives, ensuring consistency and excellence in service delivery.
• Regional Oversight:
• Functionally direct all customer support operations in the United States, Canada, and Mexico, ensuring cohesive and effective management across the region.

Qualifications:

• Proven experience in senior leadership roles within the material handling automation industry and demonstrated success in driving top- and bottom-line growth. Prior P&L experience of at least five years is strongly preferred.
• Strong background in customer support operations, sales, and project management.
• Excellent critical-thinking and problem-solving skills.
• Demonstrated ability to drive business growth and improve margins.
• Exceptional leadership and team development abilities.
• Strong communication and interpersonal skills.
• Bachelor's degree in business administration,

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