Job description
Exotec is at the forefront of technological excellence in order to redefine the relationship between humans and robots. Our solutions are contributing to the success of some of the largest brands in retail and e-Commerce by revolutionizing the way they fulfill their orders to the end consumers, all while mitigating labor constraints and increasing workplace safety.
Through the unification of artificial intelligence and high-performance hardware, our robotic solutions are now deployed across the globe and our exponential growth has led us to become the first industrial unicorn in France.
Working at Exotec is an exciting opportunity to give purpose to your skills. Learn and grow with 1,000 ExoPeople (and counting!) around the world to help turn your ideas into a reality.
Western Europe zone is one of our business units, and we currently operate in 6 countries, which represents 300 ExoPeople. We are committed to excellence and customer satisfaction is our top priority.
The robotics revolution is just the beginning at Exotec. Will you be part of it?
Responsibilities
You will own and lead all the customer services activities (maintenance, customer success…) for the Western Europe business unit
You will act as the right hand of the managing director, ensuring the highest levels in customer satisfaction
You will play a critical role in defining and executing the Maintenance vision and strategy, ensuring that maintenance teams effectively implement these strategies across the region
You will be in charge of the life of our maintenance contracts (signature/supervision/renewal) on customer sites by being the key point of contact for our client
You will lead, motivate, and guide a diverse team of over 100 maintenance and customer services experts across six countries, fostering a culture of collaboration and high performance
You will lead the ongoing development of the Exotec maintenance organization, ensuring that it scales effectively to meet the demands of global growth while maintaining performance standards
You will drive the development, implementation, and monitoring of key performance indicators (KPIs) to ensure optimal maintenance performance and service delivery
You will ensure that all maintenance activities are performed to the highest quality standards and contribute to the success of customer sites
You will be responsible for site safety and compliance with rules and procedures
You will work closely with R&D, manufacturing, and deployment teams in France to discuss challenges, resolve issues, and implement process improvements
You will work closely with sales teams to improve our offers, and participate to some meetings in pre sales
Technical degree, engineering degree or relevant field
10+ years of experience with at least 5 years on a similar role (roles that may correspond : maintenance, customer success, after sales)
Proven experience as a team manager working in an international context
Broad knowledge on mechanical, electrical and engineering or logistics and ideally in intralogistics
Convincing results in customer/user satisfaction management
Ability to track activities, manage performance, and generate reports to ensure continuous improvement
Excellent communication skills, with the ability to engage and lead teams, as well as build strong relationships with clients
Strong analytical abilities with a focus on resolving challenges and improving processes
Fluency in English
This is a remote position with up to 3 days a week of travel required to Lille and across Western Europe
Competitive mutual and health insurance coverage
Group bonuses and BSPCE awards
Attractive family policy
Internal and international mobility program
Numerous training and development opportunities
At Exotec, we guarantee equal opportunities in our recruitment process. All applications received are considered regardless of age, gender, origin, religion, skin color, nationality, sex, disability, sexual orientation or any other distinction protected by law. We create an inclusive working environment that respects all differences. By joining the Pacte Parité, Exotec is committed to a more gender-balanced French Tech ecosystem.
