Manager Site Operations

KNAPP INC. CUSTOMER SERVICE MANAGER

KNAPP brings new technology to warehouse automation.

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics are dedicated to making complexity simple.

One of KNAPP's primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group's unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

Be the customer-facing voice for Knapp Inc. You are responsible for all communication between our Customer and your team and the Director RBS Operations. You will attend all production meetings and manage the communication in such a way that our Customers would feel engaged with you and your site team and would see the value we bring to their organization. You are responsible for developing a budget with the Director RBS Operations and then managing that budget with our Customer as deemed necessary.

It is critical that you and your team treat our Customer with respect and that you and your team always act in a professional manner. Through your on-site leadership team, you will be responsible for the development, implementation, and day-to-day supervision of the maintenance programs, processes, people, and documentation associated with efficient and high performing automated storage and retrieval systems, and storage and picking systems installed at our Customer's locations. This also includes being responsible for building and maintaining customer relationships at our Customer site(s) understanding and leading our preventive and predictive maintenance programs, following all SOP's, Safety Policies, etc. You will make sure your leadership team identifies the appropriate time to escalate the issues in compliance with the agreed-upon escalation procedures.

Leadership Overview:

• Provide strategic leadership and guidance to Resident Site Engineering Manager and team
• Carry out leadership responsibilities in accordance with the organization's policies and applicable laws
• Perform ultimate site supervision and leadership
• Oversee candidates in the process of interviewing, hiring, and training of potential site team
• Plan, assign, and direct work
• Be responsible to appraise performance of first level management team
• Reward and disciplining employees as the leader of the leadership team
• Address complaints and assist in providing appropriate resolutions as and when needed

Job Summary:

• Lead and manage a team to provide first-class maintenance; support in the operation and maintenance of automated storage and retrieval systems, and storage and picking systems, as installed at our Customers location
• Reporting to the Director RBS Operations, the Site Operations Manager will be eager and determined to succeed, through leadership with regards to responsiveness and service for the Customer
• Create a safety culture in all activities undertaken by you and your site team

Essential Functions and Responsibilities:

• Provide excellent customer service to strengthen Knapp's reputation
• Provide value that our Customer can see and understand
• Gain a positive reputation by providing a rapid and effective support
• Manage site budgets and associated commercial activities
• Oversee tasks by developing team skillsets to ensure delivery of defined Service Level Agreements (SLA)
• Oversee, as an on-site representative, all system improvements and installations
• Oversee all training requirements, both technical and regulatory
• Mentor, coach, teach and develop on-site staff and resources
• Increase the scope and efficiency of Knapp's support solutions
• Be an effective manager focused on team development
• Provide guidance to your team to work against timeframes to complete reactive repairs
• Interact with the on-site and off-site management keeping them informed of local issues and successes and addressing all concerns in a professional manner
• Provide ultimate accountability for the Health & Safety considerations with regard to the assigned tasks and carry out risk assessments
• Provide monthly summary and detailed reports covering commercial and technical activities
• Improve the service level and optimize resource utilization through adoption of industry best-practices
• Manage through direct reports the provision of quality support and maintenance services of all live information systems
• Plan and implement system security policy
• Manage through direct reports the daily activities of all personnel
• Appreciate and value cultural diversity
• Promote alignment of Material Handling Equipment (MHE) maintenance objectives
• Resolve any resourcing issues beyond the Resident Site Manager's control or responsibilities
• Champion internal Maintenance Team review meetings
• Manage process improvements to ensure that the delivery of services increases customer satisfaction
• Ensure that the Maintenance Team maintains an excellent level of customer satisfaction while providing reasonable level of commercial return
• Develop and manage maintenance budgets and cost projections
• Provide management of the supply chain and, in particular, ensure the cultural alignment of sub-suppliers
• Provided leadership in the management of maintenance interfacing with Knapp's nominated supplier(s) and sub-supplier(s)
• Ensure that every team member fully understands the commercial implications of any decision they make
• Accountable for Quality, Health, and Safety within the maintenance scope
• Monitor and update the MHE risk register
• Continually assess and fulfil the supplier's resource requirements
• Responsible for the production and maintenance of the MHE Planned Preventative Maintenance (PPM) work schedules
• Assist with the identification and monitoring of the MHE Maintenance Team's interfaces
• Liaise with the Customer's Operations Shift Managers & supplier's First Line Managers to ensure a safe and an efficient management of the MHE scope of work
• Assess and report MHE progress and attendance at the meetings
• Assist the MHE Quality Assurance (QA) and HSE adviser with verifying adherence to all relevant standards and procedures
• Approve revised MHE documents, drawings and correspondence prior to their issue
• Manage MHE and the Maintenance Cost Plan (MCP)
• Monitor progress of associated sub-suppliers
• Ensure timely supply of the MHE maintenance hardware
• Assist with MHE Quality, Health, and Safety within the MHE maintenance scope
• Continue the MHE Health and Safety File
• Accountable for the ultimate correctness and proper allocation of all spares inventory
• Serve as the custodian of the site escalation and grievance procedures related to the MHE maintenance scope
• Participate in work-related performance training and individual improvement programs
• Perform other duties as required that are commensurate with the role

What You Have:

• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Work on weekends and/or overtime as required
• Professional office etiquette is required at all times
• Occasional travel required
• Physical requirements may include: sitting, squatting, walking, reaching out to arm's length, reaching over-head, lifting between 50-100 pounds, and reading

What You Will Get:

• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.

Due to the safety-sensitive nature of this position, strict adherence to KNAPP's drug-free workplace policy is required. All candidates will be