Customer Service Director

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. 

Why this role matters

At 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.

What You Will Do

Regional leadership and operational accountability

• Own the performance -incl. Product Service P&L, health, and continuous improvement of Exotec’s integrator ecosystem and installed base across North America.
• Translate the global Integrator Success strategy into clear regional priorities, operating plans, and measurable objectives.
• Lead the regional operating cadence across Integrator Performance, Service Center, Account Management, and related functional teams.
• Establish clear accountability, priorities, escalation paths, and decision-making processes across Exotec North America and global teams.

Installed base and service performance

• Own regional performance of the installed Exotec systems, including service quality, availability, throughput, customer satisfaction, and contractual performance.
• Drive performance against agreed KPIs, including SLA attainment, response and resolution times, backlog aging, recurring incidents, and corrective-action completion.
• Orchestrate the resolution of systemic operational issues with Integrator Performance, Service Center, Control Center, Product, Quality, Supply Chain, and other relevant teams.

Integrator Development & Support

• Develop and nurture strong, long-lasting relationships with Exotec North America Business Unit (BU) and external integrators in your region.
• Support BU and integrators in achieving operational excellence and customer satisfaction.
• Lead the operational contribution to integrator selection, onboarding, enablement, and performance ramp-up.
• Define capability-development plans, including training, certification, process adoption, tooling, and governance routines.

Contractual & Compliance Oversight

• Manage integrator contracts, ensuring alignment with service level agreements and business commitments.
• Support integrators in meeting compliance standards and operational benchmarks.

People leadership and team development

• Lead, coach, and develop a distributed, multidisciplinary regional organization, including managers and cross-functional stakeholders.
• Set clear objectives, establish effective ways of working, and build a culture of accountability, collaboration, and continuous improvement.
• Lead effectively across direct and functional reporting lines, without relying solely on hierarchical authority.

Requirements

• 15+ years of experience in senior leadership roles, ideally within technology or robotics integration.
• Proven ability to lead teams of 30+ people as well as cross-functional teams and influence without direct authority.
• Strong understanding of complex technological ecosystems and integration processes.
• Exceptional stakeholder management skills with a focus on building trust and long-term partnerships.
• Strategic thinker with a data-driven approach to decision-making.
• Skilled negotiator with a history of achieving win-win outcomes.

At 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.

Benefits

• Comprehensive medical, dental and vision coverage
• Generous vacation and time off policy
• 401(k) with company match up to 5%
• Eligibility to participate in Employee Share Program after 1 year of employment
• Continuous opportunities for training and development
• Beautiful, new office space in midtown Atlanta

Exotec 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. We provide an inclusive work environment that respects all differences.