Customer Service Director

At Exotec, we design elegant, plug-and-play, and reliable end-to-end warehouse robotics solutions. As a leading Original Equipment Manufacturer (OEM) and Integrator, we support some of the world's most iconic brands in their transition to automation. We're proud to design technology that doesn't just redefine intralogistics; it also makes warehouses safer, faster, more efficient, and less physically demanding for the people working inside them.Why this role mattersAt Exotec, we work together with integrators who sell, deploy, and maintain our innovative solutions for end customers. As Customer Service Director - Integrator Relations, you will be a key driver of integrator success, ensuring our solutions deliver exceptional performance and customer satisfaction. Reporting to the Global Head of Integrator Success, you will lead a regional organization of 30+ people and work across North America and global teams to ensure our systems deliver exceptional performance and customer satisfaction.What You Will DoRegional leadership and operational accountabilityOwn the performance -incl. Product Service P&L, health, and continuous improvement of Exotec's integrator ecosystem and installed base across North America.Translate the global Integrator Success strategy into clear regional priorities, operating plans, and measurable objectives.Lead the regional operating cadence across Integrator Performance, Service Center, Account Management, and related functional teams.Establish clear accountability, priorities, escalation paths, and decision-making processes across Exotec North America and global teams.Installed base and service performanceOwn regional performance of the installed Exotec systems, including service quality, availability, throughput, customer satisfaction, and contractual performance.Drive performance against agreed KPIs, including SLA attainment, response and resolution times, backlog aging, recurring incidents, and corrective-action completion.Orchestrate the resolution of systemic operational issues with Integrator Performance, Service Center, Control Center, Product, Quality, Supply Chain, and other relevant teams.Integrator Development & SupportDevelop and nurture strong, long-lasting relationships with Exotec North America Business Unit (BU) and external integrators in your region.Support BU and integrators in achieving operational excellence and customer satisfaction.Lead the operational contribution to integrator selection, onboarding, enablement, and performance ramp-up.Define capability-development plans, including training, certification, process adoption, tooling, and governance routines.Contractual & Compliance OversightManage integrator contracts, ensuring alignment with service level agreements and business commitments.Support integrators in meeting compliance standards and operational benchmarks.People leadership and team developmentLead, coach, and develop a distributed, multidisciplinary regional organization, including managers and cross-functional stakeholders.Set clear objectives, establish effective ways of working, and build a culture of accountability, collaboration, and continuous improvement.Lead effectively across direct and functional reporting lines, without relying solely on hierarchical authority.Requirements15+ years of experience in senior leadership roles, ideally within technology or robotics integration.Proven ability to lead teams of 30+ people as well as cross-functional teams and influence without direct authority.Strong understanding of complex technological ecosystems and integration processes.Exceptional stakeholder management skills with a focus on building trust and long-term partnerships.Strategic thinker with a data-driven approach to decision-making.Skilled negotiator with a history of achieving win-win outcomes.At Exotec, we believe diverse perspectives drive innovation. We welcome candidates from all backgrounds and experiences who are excited to shape the future of logistics and robotics. If you're a relationship-focused leader who thrives on collaboration and continuous improvement, we'd love to hear from you, even if you don't tick all the above boxes.BenefitsComprehensive medical, dental and vision coverageGenerous vacation and time off policy401(k) with company match up to 5%Eligibility to participate in Employee Share Program after 1 year of employmentContinuous opportunities for training and developmentBeautiful, new office space in midtown AtlantaExotec is an equal opportunity employer and all applicants will be considered without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical or mental disability, medical condition, military or veteran status, genetic information, marital status, ethnicity, or any other protected classification, in accordance with applicable federal, state, and local laws. We provide an inclusive work environment that respects all differences.