<p>Overview</p> <p>About Us</p> <p>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.</p> <p>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.</p> <p>Position Summary</p> <p>Experienced Priority Incident Manager with a strong background in managing high-impact IT incidents,</p> <p>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 24/7environments.</p> <p>Responsibilities</p> <ul> <li>Provide clear, timely updates to all stakeholders </li><li>Coordinate activities for all involved teams and stakeholders for rapid resolution </li><li>Drive client satisfaction as the single point of contact through the delivery of quality and timely service </li><li>Manage incidents with "emergency" or "high" priority to ensure timely resolution </li><li>Maintain and manage an incident bridge for all priority incidents </li><li>Record all actions taken during priority incidents </li><li>Lead root cause and postmortem investigations </li><li>Provide flexibility for on call schedule coverage </li><li>Manages client escalations </li><li>Creates 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 </li><li>Identifies ticket trends and repeat issues, create and work problem tickets to drive down ticket volume at sites. </li><li>Provide leadership, coaching and mentorship to less experienced team members </li></ul> <p>Qualifications</p> <ul> <li>High School diploma or equivalent </li><li>ITIL foundation certification a plus </li><li>Minimum of 5 years of experience in a customer support position </li><li>Good verbal and written communication skills </li><li>Strong customer service orientation </li><li>Self-motivated and detail-oriented </li><li>Creative-thinking and problem-solving skills </li><li>Computer skills including Microsoft Office </li></ul> <p>Job Posting Min Salary</p> <p>Job Posting Max Salary</p>