Service Support Lead

Job Description

Who is AutoStore?

AutoStore is an automated storage and retrieval system (ASRS) that harnesses the power of warehouse robots for 24/7 order fulfillment within a cubic layout. Our high-speed robots are redefining manufacturing, warehousing, retail, and distribution. We embrace state-of-the-art technology to create first-class online experiences and increase efficient to our clients.

Our automated warehouse operations are part of the latest technology. Speed, precision, and reliability, and with over 850+ systems globally, AutoStore is dominating the industry. 99.7% Uptime. Award-winning ASRS. 4 x Storage Capacity. +3,000 hours MTBF. Global Partner Network. Energy-efficient. 45 Countries. 100% Access to inventory.

Our trusted clients include Gucci, PUMA, SIEMENS, Vander, Hayabusa, etc. 

Job Description: Service & Support Lead

We are searching for a service rock star to help design and operate a new global service and support function for AutoStore Retail. AutoStore Retail is building the next generation SaaS platform for grocery retailers. We help grocers to embrace state of the art technology in order to create first-class online experiences and increase efficiency within their operations.

We offer our clients a full suite of eCommerce software available as discrete modules or as a fully integrated solution. We can support operations from in-store fulfillment to Micro Fulfillment Centers as a full featured Fulfillment Platform integrated with AutoStore’s Automated Storage and Retrieval System. 

Key Qualifications:

We need a self-motivated professional with supervisory experience and an outstanding track record in service management. As an early hire, your duties will vary from hands-on tasks to more strategic endeavors, as needed. In this position, you will be responsible for setting up our service, support, and client commissioning operations.​

The duties will include creating a service platform for our customers and partner network, designing service and training strategies, and assessing resources. In addition to being an excellent communicator, our ideal candidate is also a strong leader.

​Our ideal candidate possesses excellent technical acumen and will continuously investigate AutoStore software for potential improvements that will make commissioning, support and service better.​

• Service minded with strong relational skills – provide our customers with care and a solutions-oriented mindset
• Quickly absorb deep technical understanding (software and hardware)
• Navigate relationships within larger organization and those of our partner networks and customers to improve communications and processes
• Keen attention to detail, with ability to prioritize appropriately and work well under pressure
• Works independently, with keen awareness of when to engage other colleagues for resolution

Main responsibilities

• Responsible for designing and developing global service, support, & commissioning process, together with AutoStore Retail colleagues
• Contribute in design and implementation of installation and service partner network
• Build the team that offers service support for client software installations ​
  • Work onsite to coordinate and ensure accurate, efficient execution of software and site plans, train partner network colleagues or customers utilizing a “train-the-trainer” methodology, and drives system acceptance and adoption
  • Be first point of contact for partners and customer, providing support on software inquiries and escalations
  • Coordinate support tasks with the Development team, broader AutoStore team, and external partners​
  • Work closely with customers to better understand their business needs and goals
• ​Be part of setting the strategy for service and support (FTEs, tools etc.)​
• Track and measure team Service SLAs to ensure we meet our partner and customer obligations
• Build knowledge base for support inquiries​
• Refresh partner and client training, as needed
• Responsible for day-to-day operations of Service & Support team

Location: Denver, CO

Benefits And Compensation:

Compensation: 80,000-125,000K

• Work and Life balance | A creative, safe, and solid workplace in a growing business | Career Development
• Competitive salary |Medical | Dental, Vision, Life and disability options | 401k plan includes a 3% employer contribution, with up to an additional 3% employer match | Two fantastic different medical plans, one of which is 100% employer-paid

Recruitment Agencies

AutoStore does not accept agency resumes. Please do not forward resumes to our jobs alias or AutoStore employees. AutoStore is not responsible for any fees related to unsolicited resumes.