Customer Service Manager
Mujin is the future of industrial robotic systems in production and distribution environments. Our technology gives robots perception and awareness, enabling them to take on more advanced tasks. We aim to revolutionize the use of robotics within industry to free human resources from labor-intensive tasks to focus on more intellectual challenges.
We are seeking Mujin a skilled and motivated Customer Service Manager who can provide service support for robotic system solutions. This role requires a combination of engineering knowledge, problem-solving, curiosity, innovation, leadership, and customer and supplier communication. You will play a critical role in lifecycle management for robotic systems, starting from integration of lifecycle, providing remote and on-site support till end of economic life management and relationship management with customers and suppliers.
Position Description:
- Improve customer service experience, create engaged customers and facilitate organic growth
- Listen to customer feedback, take ownership of the issues and follow through to resolution
- Have a bias for action, set a clear mission and deploy strategies focused on that mission
- Develop service procedures, policies and standards which scale as the system is updated
- Keep accurate records and document customer service actions and discussions
- Coordination of the supply chain related to Spare parts and emergency components
- Coordinate with Account and Sales Managers regarding pricing and sales strategies
- Be data driven, analyze statistics and compile accurate reports
- Manage day-to-day operational aspects and client interaction
- Recruit, mentor and develop team and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Adhere to and manage the approved budget
- Maintain an orderly workflow according to priorities
- Ensure the department is following company policies and procedures
- Apply continuous improvement to Mujin's service processes and identify areas for process improvement
- Read and interpret mechanical, electrical, electronic, etc., prints and other related technical documentation
- Ability to communicate effectively across different departments and leverage a cross-functional organization
Position Requirements:
BS degree in Business Administration or 6+ years in a related field plus:
- Five (5)+ years proven working experience as a Customer Service Manager or Assistant Manager in a similar field.
- Three (3)+ years people leader experience
- Experience in providing customer service support
- Excellent knowledge of management methods and techniques
- Proficiency in English
- Working knowledge of customer service software, databases, and tools
- Customer service orientation
And the cherry on top!
- Awareness of industry’s latest technology trends and applications
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
**This role is NOT ELIGIBLE for sponsorship.**
Physical Demands/ Work Environment:
- Travel Requirement: Up to 40%
- Ability to maneuver 20 lbs without assistance
- Ability to walk, stoop, bend and lift
- Prolonged periods of sitting at a desk and working on a computer
- Ability to work extended hours as required
This Position Description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not to be construed as an exhaustive statement of all supplemental duties, responsibilities, or non-essential requirements.
Mujin is proud to be an Equal Employment Opportunity employer.