AMP Robotics is a rapidly growing startup at the intersection of artificial intelligence, robotics, and recycling. AMP's solution matches deep learning and computer vision with robots that rapidly sort materials inside recycling facilities. This technology is built by an innovative team located near Boulder, Colorado. Across the United States AMP is deploying robots that dramatically reduce costs and increase efficiency of recycling operations. Our technology has the potential to transform the industry. Find out more about AMP at www.amprobotics.com.

We are looking for someone who embodies a customer-centric approach and will take ownership to build and manage our service delivery organization by ensuring an excellent customer experience with AMP technology. Your objective is to differentiate AMP Robotics by providing and managing the industry’s best customer experience. We deploy cutting edge technology in the world of industrial automation so you should enjoy being experimental, talking to and thinking about customers, and thinking about the implications of technology.

What You'll Do

Serve as the leader for the Service group which owns first point of contact for customers when they reach out to AMP for service needs

Allocate resources to consistently meet agreed-upon service delivery goals; proactively monitor current deployed system status to ensure resources are staffed at the appropriate level

Maintain superior customer service by defining accountabilities; establishing performance objectives; providing timely, candid, and constructive performance feedback and guidance; and developing and implementing a methodology for how issues are prioritized and worked.

Manage the field service and remote software service team and dispatch to customer sites when AMP intervention is necessary.

Analyze historical issues and new issues to recognize patterns and implement proactive processes and collaborative improvements with engineering to prevent repeated mistakes.

Collect from customers product features needs and necessary updates that must be added to the product roadmap.

Advocate for customers and their feedback within AMP and serve as their ambassador

Be accountable for the results of the customer success strategy, working to maintain client satisfaction and seek out areas where the product experience can be improved (example: staff training)

Maintain performance metrics for robots deployed in the field, identify patterns, and work with engineering to help automate data collection.

Maintain metrics on robot life-cycle costs, including wear-out part cost and frequency of replacement to aid AMP’s financial modeling and planning

Develop and maintain strong, long lasting relationships with AMP Clients. Ensure regular dialogue with Clients to quickly acertain issues they are experiencing; occasionally traveling to their sites to better understand the challenges and find solutions.

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What You'll Need

Bachelor’s Degree and 5+ years of management experience in customer service operations

A creative and analytical problem solver with a passion for excellent customer service

Proven leadership and an ability to recruit, mentor and motivate a diverse on-site and remote team

Demonstrated ability to manage competing priorities, navigate ambiguity, and maintain organizational focus in a rapid-growth environment

Self-directed and efficient with resources and time,

Strong client-facing skills

Excellent written and verbal communication and organizational skills

Advanced troubleshooting and multi-tasking skills

Strong analytical skills; Knowledge of data tracking, reporting, analysis, and the use of analytics tools

Up to 25% travel time within the US and Canada

Prior experience with Zendesk and/or similar ticketing and telephony systems

Experience working with a company that has experienced a rapid growth phase

Excitement about robotics and artificial intelligence at the intersection of the renewables space

Contact: Send your resume and contact information to [email protected].

This is a full-time on-site position in Louisville, Colorado. No relocation package is available.