Director of Customer Success

Key ResponsibilitiesBuild and lead the after-sales organization for the Korea market; establish service processes, SLAs, and KPIs covering fault response, on-site/remote support, repair and replacement, and spare parts management.Own customer satisfaction and retention post-deployment; serve as executive escalation point for critical technical issues and major complaints.Drive service revenue through maintenance contracts, spare parts sales, upgrades, and value-added services.Manage spare parts inventory and logistics to ensure rapid response capability; optimize service cost and operational efficiency.Analyze after-sales data (failure types, resolution time, CSAT) to identify improvement opportunities and drive corrective actions with R&D, Quality, and Product teams.Coordinate cross-functional resources (R&D, Delivery, Sales, Supply Chain) to resolve complex technical failures and ensure closed-loop issue resolution.Build and develop a high-performing field service and technical support team; establish training and certification programs.QualificationsBachelor‘s degree or above in Automation, Mechanical/Electrical Engineering, Robotics, or related field.10+ years in after-sales service within industrial automation, robotics, or intralogistics; 5+ years in after-sales team management.Strong technical foundation in warehouse automation systems (ACR/AGV/AMR/ASRS); ability to diagnose complex electromechanical and software issues.Proven experience in service process design, spare parts management, and after-sales P&L or service revenue responsibility.Language: Professional proficiency in both English and Korean required; Chinese (Mandarin) is a strong plus.Willingness to travel frequently within Korea and occasionally internationally.