Customer Service Director Jobs (No ghost jobs, direct from employers)

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.