Operations Manager (After Sales) - Warehouse Automation

The Operations Manager (After Sales) - Warehouse Automation is the main point of contact between Interlake Mecalux and our customers with Automated Interlake Mecalux Solutions. This role is the next link in the chain after the installation of our system is complete and the guarantee (After Sales) period starts. From covering guaranteed repairs to taking care of maintenance contracts sold to customers after the guarantee period ends, this role ensures customer satisfaction during the complete life cycle of our automated installations.

The position is office-based in Melrose Park, but travel (about 25%) is required, through visiting our customers at their facilities throughout the US.

Responsibilities

• Manage and organize software support, preventive maintenance, corrective maintenance, modifications and enhancements, routine servicing, warranty work and emergency responses through a 24/7 service team.
• Serve as a principal customer contact and interface with internal resources to address and resolve product/service concerns.
• Supervise electrical and mechanical adjustments of automated equipment, leading a team of multidisciplinary technicians, including internal staff and third party of subcontractors, with different roles as mechanics, electricians, and controls engineers. Dispatch and manage third party service companies.
• Offer support during the commissioning of the Automated Warehouses equipment
• Track and report issues and tickets (incidents, improvements, preventive maintenance, etc.)
• Quote, plan, and lead the execution of After Sales Service jobs, Preventive Maintenance contracts, and spare parts inventory and purchase orders.
• Manage technical documentation and manuals related to After Sales Support.
• Ensure the safety of our workers at the customers’ sites and our compliance with local, state, and federal codes, laws, and regulations.
• Travel in furtherance of responsibilities.

• Bachelor’s degree in Engineering or equivalent work experience
• At least 5 years of professional experience in automation, after sales service, industrial maintenance or commissioning.
• At least 3 years of experience in a leadership role
• Professional communication skills with proven ability to interact diplomatically with customers at various levels within an organization.
• Knowledge of PLC’s and ability to read and understand electrical schematics and mechanical drawings.
• MS Office knowledge (Word and Excel).
• Ability to travel 25% of time, at times without notice depending on the customer’s need or situation.