Global Customer Service Manager

Ghost Robotics is the industry leader in legged robotic systems that not only help our customers solve complex operational, national security, and technical challenges to save lives, reduce harm and improve outcomes.

This position will be reporting into the VP, Operations and be working closely with a fast-moving team delivering next generation legged robotic solutions to our customers worldwide. We are looking for a candidate who is self-motivated, knowledgeable, has a solid work ethic, can learn quickly, and execute under demanding timelines.

Key Duties

Supervisory & Coaching Responsibilities:

• Oversees and participates in the recruitment, hiring and training of staff in the department.
• Oversees the daily work flow of the department.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees in accordance with company policy.
• Providing guidance, coaching, and support to achieve departmental goals and objectives.

Responsibilities

• Lead a team of technical and customer service professionals.
• Act as product expert, have a deep understanding of Ghost Robotics products and uses.
• Oversee and coordinate activities with internal and external service partners to ensure timely and effective support for global customers.
• Serve as the primary point of contact for customers regarding service-related inquiries, escalations, and issue resolution.
• Collaborate closely with internal engineering teams to develop and improve service processes, including troubleshooting procedures, parts ordering systems, and repairs management.
• Develop and implement service level agreements to ensure customer satisfaction and meet performance targets.
• Develop and maintain documentation for service processes, including technical manuals, troubleshooting guides, and warranty policies.
• Create, track and analyze KPI’s and metrics to identify trends, areas for improvement, and opportunities for cost reduction.
• Manage warranty claims and disposition, ensuring compliance with company policies and procedures.
• Provide regular performance reports and updates to key stakeholders on the deliverables of global service operations.

Minimum Work Experience

8 years minimum experience at an established engineering or product firm with customer service, repair, overhaul, maintenance and/or shared service Experience.

• Proven experience in a managerial role within global services or customer support.
• Demonstrated leadership ability, with experience managing teams and driving process improvements.
• Strong technical background with electromechanical systems (or similar) with the ability to interpret bills of material (BOM) and engineering drawings.
• Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
• Ability to work with internal and external stakeholders in time-sensitive environments.
• Experience with technical writing and documentation management.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.

Additional Experience a Plus

• Direct experience in a machine shop environment.
• Experience in a configured environment or DoD acquisitions.
• Familiarity with standard production workflows and ERP.
• Aftermarket business development experience.
• Project Management experience.

Minimum Education

• Bachelor's degree in Engineering, Business Administration or related field required.
• MBA preferred.

Location

Philadelphia, PA (no remote candidates considered at this time).

Travel

Less than 20% Domestic and International Travel required.