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Partner Support Manager - Robotics / Automation

Henpen Corporation • Dayton, OH, United States • 9h ago

Partner Support Manager-Robotics/Automation
Dayton, Ohio, USA
110000-140000
Job Description
The Partner Support Manager will lead a team of 7 (6 application techs and engineers) to enhance client's distribution and integrator channels, initiate a new revenue-generating fee-based support model, and ensure exceptional customer satisfaction. This role focuses on hands-on escalation management, operational efficiency, and strategic development in automation.
Key Responsibilities :

Revenue-Based Model : Spearhead the creation and management of a new payable support system, distinguishing billable services from included support to drive revenue.
Customer Escalation Management : Handle daily customer escalations, prioritizing urgent issues, deploying resources effectively, and ensuring proactive issue resolution.
Hands-On Customer Interaction : Engage directly with distributors, integrators, OEMs, and key customers to support business growth and satisfaction.
Strategy and Efficiency : Develop strategies for the new support system, streamline operations with tools and technology, and optimize resource deployment.
Team Leadership : Coach and mentor the team, manage performance reviews, and promote a collaborative, high-satisfaction work environment

Qualifications
Ideal Candidate Background :

Likely comes from field support, product support, or installation/deployable services (e.g., manager of application engineering).
Education : Bachelor's in Engineering preferred (or other relevant).
Experience : 5+ years in robot/automation industry, ideally in field support, product support, or application engineering.
Skills : Proven people management, deep automation knowledge, robotic programming expertise (Yaskawa, Fanuc, or Kawasaki preferred), adaptability, and revenue model development.
Leadership : Strong leader with experience managing technical teams and customer-facing escalations.

NO SPONSORSHIP
Prefer candidates local to the Greater Dayton area, but potential to consider Relocation for the right candidate.
Why is This a Great Opportunity
Excellent leadership team.
Lots of opportunity for growth.

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