Regional CS Operations Manager - Automated Systems (Key Accounts) - Midwest

Who We Are

E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.
The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), which ensures efficient system integration and optimizes the management of all operations-from the entry of raw materials, through storage, to shipping.
With 14 branches worldwide, the Group believes in the core values Ethics, Courage, Humility, and Safety. These values form the foundation of E80 Group's corporate culture, which maintains a close connection with customers, people, and the local communities.

Who You Are

"It's our fears that will limit our success, not our mistakes. The secret to successful hiring is to look for people who are not afraid of failing and want to change the world" - E80 Group CEO and Founder, Enrico Grassi

Sounds like you? Great! Here's what E80 Group has to offer.

Position Description

E80 group is seeking for a Regional Customer Service Operations Manager for the Midwest Region, reporting to CS Operations Manager USA & Canada.
This role is responsible for ensuring the performance, reliability, and overall effectiveness of E80's fully automated intralogistics systems across key customer sites in the region. The position leads a multidisciplinary service organization - including resident engineers, remote support, and back-office teams - to maximize system uptime, optimize performance, and ensure full compliance with contractual SLAs. It also serves as the operational owner of customer success, acting as a key liaison between Service, Project Management, and Reliability Engineering to continuously enhance system output and support customers in achieving their operational goals.

Key Responsibilities

• Own system performance across assigned sites (uptime, throughput, reliability)
• Lead field service teams (RAEs, support engineers, coordinators) across multiple locations
• Drive SLA execution and act as contract owner for key accounts
• Translate data into action : analyze KPIs, identify performance gaps, implement corrective plans
• Lead cross-functional execution across Service, PM, Engineering, and Sales
• Manage escalation and resolution of complex technical and operational issues
• Identify and deliver improvement initiatives (retrofits, optimizations, upgrades)
• Develop high-performing teams through coaching, accountability, and performance management

KPIs / Success Measures

• System uptime and availability
• Alarm rate reduction and resolution time
• SLA compliance and customer scorecards
• Throughput and system performance improvements
• Ticket backlog and resolution cycle time
• Customer satisfaction (measured through performance outcomes, not surveys alone)

Qualifications

Required

• 7+ years in automation, intralogistics, or material handling (service, operations, or project roles)
• Experience leading cross-functional technical teams in complex environments
• Strong understanding of automated systems (LGVs, ASRS, robotics, packaging lines)
• Proven ability to manage customer-facing operations and escalations
• Data-driven mindset with strong analytical capability

Preferred

• Experience with PLC troubleshooting or industrial controls
• Background in reliability engineering, maintenance, or continuous improvement
• Familiarity with SAP, Salesforce, or similar systems
• Certifications (CMRP, CPS, etc.)

Why Join E80

• Own real systems, not just processes - you impact live customer operations daily
• Integrated operating model - Service, PM, and Engineering work as one team
• Cutting-edge automation - robotics, LGVs, and high-density ASRS environments
• Career growth with global exposure - structured development and mobility
• High-impact role - direct line of sight to customer performance and business outcomes

What We Offer

Compensation : $120K - $140K DOE (FLSA Exempt) Benefits : Health, Dental, Vision Insurance, Life, STD, LTD, PTO, 401K match Location : Midwest (Chicago-based) Travel : Up to 50%

Not just a job, but Career Growth: Our steady year-over-year growth has fostered a culture of talent development where we constantly create opportunities for you to learn, grow, and feel empowered to realize your full potential, whichever career path you choose.

E80 World Academy: Prepare to be wowed by our innovative training and learning paths. We deliver cutting-edge insights so you can hone your expertise to be successful in your job.

#BE80: You will become part of a dynamic and collaborative team where giving back is close to our hearts-an integral part of our success and core to the #BE80 Culture.

Qualified applicants will receive consideration.
E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.

Travel: 0 - 50%


Level of experience: Senior