Director RBS Operations

WHO WE ARE

At KNAPP (pronounced K-NAP, not Nap!), we "Make Complexity Simple" by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer's value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world's industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com.

WHAT YOU GET TO DO

The Director RBS Operations oversees the KNAPP customer accounts and supervises the Account Managers. Employee is responsible for the customer service contracts and manages the client relationship. Employee is also the escalation point for all account management activities, spare parts, and hotline issues for clients. The Director is also responsible for all Customer Service projects and manages contract budgets and financial reporting.

Essential Functions and Responsibilities:

The Director RBS Operations performs the following:

• Carries out management of Account Managers, including hiring, evaluation, and termination
• Plans, assigns, and directs workflow of direct staff
• Compliance with corporate and departmental goals
• Compliance and oversight of department budgets
• Sensible and efficient use of departmental resources
• Guidance, evaluation, individual potential assessment and development of employees for performance improvement, and professional development
• Maintain alignment with corporate processes for the development and execution of business and contracts
• Compliance with and adherence to qualitative guidelines for the department and necessary interfaces
• Continuous improvement of processes and products
• Documentation of all customer inquiries, including status, duration, and initiated measures
• Escalation management and customer feedback
• Supports account managers in proposal development, quotations, and sales of service contracts, hotline support, maintenance, and IT
• Supports Account Managers in the sale of upgrade projects and enhancements
• Maintains a pipeline of opportunities and works with supporting departments to ensure resources are assigned to support proposal development, approvals, and client communication
• Adherence to KNAPP quality assurance objectives
• Organize and manage regular project/contract reviews and report issues to management.
• Development of and compliance with service level agreements
• Proactive product development in contracts
• Has regular interface with global KNAPP corporate office

Other Duties and Responsibilities:

• Produce KPIs for Top-Management reports and provide accurate information to corresponding departments at KAG and KUS
• Interface with product development, program management, and supply chain for all executed contracts
• Establish top performing work environments through process driven accountability and collaborative structures
• Collaborate with legal department and KNAPP management to define general Terms and Conditions for all projects
• Present contract and financial status to management on a regular basis
• Work closely with Sales, Spare Parts, Hotline, and Operations departments
• Work closely with Finance and Accounting for timely, accurate reporting

Working Conditions and Environment:

• Overtime, if required by work.
• Domestic and International Travel up to 25%
• Authorization to work in the U.S
• Passport or ability to obtain passport
• Professional office etiquette is always required
• Typical office setting physical requirements may be:Sitting, squatting, walking, reaching out to arm's length, reaching over-head, lifting between 50-100 pounds, and reading

WHAT YOU WILL GET

• 2 remote days per week
• Half day Fridays
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• 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
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

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 subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during "off-hours."