Job Description

SUMMARY

Lead and manage the operation of the Partner Support Team to achieve growth of our Distribution and Integrator channels, development and leadership of the team, development of efficiency tools & technology, support revenue opportunities, simulation support, proof of concepts, and increased customer satisfaction. The Partner Support Manager will manage the Technical team supporting Distributors, Integrators, Key Customers that Self Integrate and potential OEMs (Original Equipment Manufacturers).

ESSENTIAL DUTIES AND RESPONSBILITIES include the following. Other duties may be assigned as needed.

• Maintain a culture of accountability, clear strategy, and discipline, focused on external needs.
• Coach and mentor Partner Support team employees, with responsibility to fairly assess performance through Annual Performance Reviews for all Channel employees.
• Develop and maintain an effective fee-based model for applications engineers to perform field programming and commissioning support
• Responsible for supporting channel and direct customer business growth by supporting integrators, distributors, OEMs, and key customers.
• Manage and direct team to exceed customer expectations while driving for high level of employee and customer satisfaction.
• Streamline partner support operations through development of departmental tools and technology to ensure all calls are handled in a timely manner resulting in positive business and customer satisfaction.
• Develop/Improve, implement, and maintain technical support policies and procedures.
• Direct the development and implementation of new support strategies and solutions to expand Yaskawa Motoman’s revenue opportunities and increase customer satisfaction.
• Manage budget and manpower requirements.
• Ensure high levels of utilization in areas of responsibility.
• Monitor call center to observe employees' demeanor, technical accuracy and consistency based on company policies/technical support procedures.
• Support international teams and partners as needed.
• Coordinate resolution of interdepartmental customer satisfaction issues.
• Promote teamwork and foster exemplary work environment. Interface with co-workers in a manner that enhances employee satisfaction.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor of Science degree in business administration or Engineering field with at least 5 years of related experience in the robot/automation industry; or equivalent combination of education and experience.

SUPERVISORY RESPONSIBILITIES

Carry out manager responsibilities in accordance with the organization’s policies, procedures and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee may occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and peripheral vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.