About Us
Daifuku is the nation’s leading independent, U.S.‐based provider of intelligent material handling systems. With hundreds of engineers in‐house, the company designs, manufactures, integrates, and installs the full spectrum of intralogistics solutions. We provide leading‐edge conveyor and sortation systems, voice and light‐directed order fulfillment equipment, controls and software, robotics, mezzanines, and structures.
If you want to join a team of industry leading experts and who want to create an impact on the future of material handling solutions, we want to hear from you.
Position Summary
Experienced Priority Incident Manager with a strong background in managing high-impact IT incidents,
ensuring rapid resolution and minimal disruption to business operations. Skilled in coordinating cross-functional
teams, leading critical incident bridges, and communicating effectively with stakeholders at all levels. Proficient
in root cause analysis, post-incident reviews, and continuous improvement of incident management processes.
Demonstrates calm under pressure, strong analytical thinking, and a commitment to service excellence in 24/7
environments.
Responsibilities Provide clear, timely updates to all stakeholdersCoordinate activities for all involved teams and stakeholders for rapid resolutionDrive client satisfaction as the single point of contact through the delivery of quality and timely serviceManage incidents with “emergency” or “high” priority to ensure timely resolutionMaintain and manage an incident bridge for all priority incidentsRecord all actions taken during priority incidentsLead root cause and postmortem investigationsProvide flexibility for on call schedule coverageManages client escalationsOversee all incidents and user service requests for timely completionMonitors incident tickets and acts as necessary to meet service targetsCreates and distributes customized reports and presentations for clients. Regularly schedules and pre-sents reports to the appropriate stakeholders. Manage quarterly business review meetings with client executive leadership.Identify and customize “Clients in need” programs to address concerns and shore up accounts that are not stableIdentifies ticket trends and repeat issues, create and work problem tickets to drive down ticket volume at sitesProvide leadership, coaching and mentorship to less experienced team membersAssist new hires by providing training, shadowing and encouragement Qualifications High School diploma or equivalentITIL foundation certification a plusMinimum of 5 years of experience in a customer support positionGood verbal and written communication skillsStrong customer service orientationSelf-motivated and detail-orientedCreative-thinking and problem-solving skillsComputer skills including Microsoft Office Options Apply for this job onlineApplyShareRefer this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQsSoftware Powered by iCIMS
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