Customer Service Director

Exotec • Atlanta, GA

5d

About The Position

The Customer Service Director – Integrator Relations leads Exotec’s regional integrator success organization across North America. Reporting to the Global Head of Integrator Success, this role leads a regional organization of 30+ people and works with North American and global teams to ensure Exotec systems deliver strong performance and customer satisfaction.

The role is accountable for the performance, health, and continuous improvement of the regional integrator ecosystem and installed base, including Product Service P&L. It translates global strategy into regional operating plans and priorities, coordinates operational teams, and oversees service performance, integrator development, contractual commitments, compliance, and team development. The position requires a relationship-focused leader with significant senior leadership experience, a strong understanding of technology ecosystems and integration, and the ability to influence across organizational boundaries.

Requirements

• 15+ years of experience in senior leadership roles, ideally within technology or robotics integration.
• Proven ability to lead teams of 30+ people, cross-functional teams, and influence without direct authority.
• Strong understanding of complex technological ecosystems and integration processes.
• Exceptional stakeholder management skills focused on building trust and long-term partnerships.
• Strategic thinking and a data-driven approach to decision-making.
• Skilled negotiation, with a history of achieving win-win outcomes.

Responsibilities

• Own the performance, including Product Service P&L, health, and continuous improvement of Exotec’s North American integrator ecosystem and installed base.
• Translate the global Integrator Success strategy into regional priorities, operating plans, and measurable objectives.
• Lead the regional operating cadence across Integrator Performance, Service Center, Account Management, and related functional teams.
• Establish accountability, priorities, escalation paths, and decision-making processes across Exotec North America and global teams.
• Own regional installed-system performance, including service quality, availability, throughput, customer satisfaction, and contractual performance.
• Drive performance against KPIs such as SLA attainment, response and resolution times, backlog aging, recurring incidents, and corrective-action completion.
• Coordinate resolution of systemic operational issues with relevant teams, including Integrator Performance, Service Center, Control Center, Product, Quality, and Supply Chain.
• Develop and maintain strong relationships with Exotec North America Business Unit and external integrators in the region.
• Support the Business Unit and integrators in achieving operational excellence and customer satisfaction.
• Lead the operational contribution to integrator selection, onboarding, enablement, and performance ramp-up.
• Define integrator capability-development plans covering training, certification, process adoption, tooling, and governance routines.
• Manage integrator contracts to ensure alignment with service level agreements and business commitments.
• Support integrators in meeting compliance standards and operational benchmarks.
• Lead, coach, and develop a distributed, multidisciplinary regional organization, including managers and cross-functional stakeholders.
• Set clear objectives and effective ways of working, and build a culture of accountability, collaboration, and continuous improvement.
• Lead across direct and functional reporting lines and influence without relying solely on hierarchical authority.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Generous vacation and time off policy.
• 401(k) with company match up to 5%.
• Eligibility to participate in Employee Share Program after 1 year of employment.
• Continuous opportunities for training and development.
• Beautiful, new office space in midtown Atlanta.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed