Global Team Management
-Lead and coordinate cross-functional teams both locally and internationally, ensuring alignment in operations, customer support, and deployment efforts.
-Provide guidance and support to overseas counterparts in managing robot operations, ensuring consistent service standards and operational efficiency across all regions.
Deployment Planning and Execution
-Coordinate and plan the end-to-end deployment of robotics programs, ensuring alignment with customer requirements and timelines.
-Review deployment plans regularly, implementing improvements based on customer feedback and lessons learned from previous programs.
-Develop and implement a comprehensive post-deployment customer success strategy focused on achieving and exceeding SLA and customer satisfaction goals.
-Manage ongoing processes such as corrective maintenance, preventive maintenance, and customer support requests, ensuring continuous improvement in service delivery.
Post Deployment Strategy and Customer Success
-Act as the primary point of contact for customer escalations, coordinating with Senior Field Service Engineers (FSEs) and technical support teams to resolve issues quickly and efficiently.
-Track performance and usage metrics of deployed robotics systems, identifying areas for proactive issue resolution, identifying trends or issues that require attention or escalation and improvement.
-Develop actionable insights from customer data to refine service delivery and enhance customer success strategies.
Customer Relationship Management & Escalations
-Serve as the primary point of contact for customer escalations, working closely with Field Service Engineers (FSEs) and technical teams to resolve issues swiftly.
-Act as a bridge between the customer and internal teams, ensuring feedback is captured and incorporated into continuous improvement efforts.
Performance Monitoring and Reporting
-Track and analyze performance data for Operational Robots, identifying usage patterns, trends, and potential areas for proactive issue resolution.
-Create and deliver detailed reports on performance metrics, customer satisfaction, and operational efficiency to senior management and key stakeholders.
-Leverage on data to develop actionable insights that refine service delivery strategies and enhance customer success outcomes.