Manager Partner Support

Yaskawa Motoman Robotics Career•Miamisburg, OH

About The Position

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).

Requirements

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.

Responsibilities

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.
Interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.