Regional CS Operation Manager - Automated Systems (Key Accounts) - Southeast
E80 Group · Atlanta, GA · 4 wk ago
HybridCustomer Service$120k–$140k/yrFull-time
Position Description
E80 group is seeking for a Regional Customer Service Operations Manager for the Southeast Region, reporting to CS Operations Manager USA & Canada.
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: Southeast (Atlanta-based)
- Travel: Up to 50%