{"id":3752343,"url":"https://alion.io/job/exotec-customer-service-director","title":"Customer Service Director","company":{"id":6395,"name":"Exotec","domain":"exotec.com","url":"https://alion.io/company/exotec","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":85,"open_postings":12,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-03T00:00:00Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T11:21:48Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nWhy this role matters\nAt 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.\nWhat You Will Do\nRegional leadership and operational accountability\nOwn the performance -incl. Product Service P&L, health, and continuous improvement of Exotec’s integrator ecosystem and installed base across North America.\nTranslate the global Integrator Success strategy into clear regional priorities, operating plans, and measurable objectives.\nLead the regional operating cadence across Integrator Performance, Service Center, Account Management, and related functional teams.\nEstablish clear accountability, priorities, escalation paths, and decision-making processes across Exotec North America and global teams.\nInstalled base and service performance\nOwn regional performance of the installed Exotec systems, including service quality, availability, throughput, customer satisfaction, and contractual performance.\nDrive performance against agreed KPIs, including SLA attainment, response and resolution times, backlog aging, recurring incidents, and corrective-action completion.\nOrchestrate the resolution of systemic operational issues with Integrator Performance, Service Center, Control Center, Product, Quality, Supply Chain, and other relevant teams.\nIntegrator Development & Support\nDevelop and nurture strong, long-lasting relationships with Exotec North America Business Unit (BU) and external integrators in your region.\nSupport BU and integrators in achieving operational excellence and customer satisfaction.\nLead the operational contribution to integrator selection, onboarding, enablement, and performance ramp-up.\nDefine capability-development plans, including training, certification, process adoption, tooling, and governance routines.\nContractual & Compliance Oversight\nManage integrator contracts, ensuring alignment with service level agreements and business commitments.\nSupport integrators in meeting compliance standards and operational benchmarks.\nPeople leadership and team development\nLead, coach, and develop a distributed, multidisciplinary regional organization, including managers and cross-functional stakeholders.\nSet clear objectives, establish effective ways of working, and build a culture of accountability, collaboration, and continuous improvement.\nLead effectively across direct and functional reporting lines, without relying solely on hierarchical authority.\nRequirements\n15+ years of experience in senior leadership roles, ideally within technology or robotics integration.\nProven ability to lead teams of 30+ people as well as cross-functional teams and influence without direct authority.\nStrong understanding of complex technological ecosystems and integration processes.\nExceptional stakeholder management skills with a focus on building trust and long-term partnerships.\nStrategic thinker with a data-driven approach to decision-making.\nSkilled negotiator with a history of achieving win-win outcomes.\nAt 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.\nBenefits\nComprehensive medical, dental and vision coverage\nGenerous vacation and time off policy\n401(k) with company match up to 5%\nEligibility to participate in Employee Share Program after 1 year of employment\nContinuous opportunities for training and development\nBeautiful, new office space in midtown Atlanta\nExotec 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. 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