United States onlyWho we are
With its A.I.-powered robotic technology platform, Symbotic is changing the way consumer goods move through the supply chain. Intelligent software orchestrates advanced robots in a high-density, end-to-end system – reinventing warehouse automation for increased efficiency, speed and flexibility.
What we need
The Customer Success Manager, Spare Parts, is a customer-facing role responsible for managing escalations, tracking sparepartsorders, and ensuring proactive communication across departments. This position serves as a direct point of contact for customers on spare parts inquiries, discrepancies, and shipment status, while also coordinating internally with Planning, Project Management, Maintenance, and Warehouse teams. The role is critical to supportingSymbotic’sscaling operations, ensuringtimelydelivery of project BOMs, andmaintaininghigh levelsof customer satisfaction.
What We Do
The Spare Parts team plays a critical role in supporting our customer site operations and the broader supply chain organization by ensuringtimelydelivery of the correct replacement partsrequiredto keep sites running smoothly. Through close collaboration and proactive engagement with our onsite customers, the team drives operational excellence, focusing on delivering best-in-class quality, system reliability, and performance.
Whatyou’lldo
Act as the primary escalation and feedback path for customer spare parts inquiries, ensuringtimelyresolution and follow-up.
Manage BOM scheduling for project builds, coordinating with ProjectManagersand communicating shipment delays and resolutions.
Support weekly and bi-weekly customer overview meetings at both the customer and site level, preparing analysis and documentation asrequired.
Track andmonitorcustomer escalations, SKUs, and parts shortages, leveraging KPI dashboards, email communications, and chat groups.
Coordinate with Planning and Warehouse teams to align shifting project deadlines and urgent parts requirements.
Maintain visibility on overdue project material and drive proactive communication to prevent missed milestones.
Support refurbishment and service projects by prioritizing and resolving urgent spare parts needs.
Serve asbackupto the Spare Parts Program Manager in managing escalations and customer communications.
Whatyou’llneed
Bachelor’s degree in Business, Supply Chain, or related field; or equivalent work experience.
Minimum of 3years of experience in customer success, service operations, or supply chain coordination.
Strong communicationand organizational skills, withabilityto manage multiple stakeholders and priorities.
Experience with BOMs, order management, and customer-facing support.
Proficiencywith SAP (preferred) or similar ERP systems.
Advanced Excel skills (pivot tables, nested formulas, conditional logic, data visualization; macros a plus).
Advanced PowerPoint skills, including the ability to create and deliver professional, executive-ready presentations and effectivelyfacilitatecustomer meetings.
20% travelrequiredfor customer meetings.
Preferred
Experience in automation,logistics, or complex project environments.
Priorexposure to escalations and customer account management.
Familiarity with KPI tracking, dashboards, and issue ticketing systems.
Key Competencies
Customer-first mindset with proactive problem-solving skills.
Ability to handle high-volume, time-sensitive escalations.
Strong cross-functional collaboration across Service, Planning, Warehouse, Maintenance and Project Management teams.
Attention to detail with ability to track large, unique SKU lists and BOM requirements.
Professional meeting facilitation and presentation skills, including preparing concise summaries, guiding discussions, and driving follow-through onaction items.
Adaptability toshiftingproject deadlines andoperational priorities.
Our Environment
Up to 20%of travel may berequired. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.
About Symbotic
Symbotic is an automation technology leader reimagining the supply chain with its end-to-end, AI-powered robotic and software platform. Symbotic reinvents the warehouse as a strategic asset for the world’s largest retail, wholesale, and food & beverage companies. Applying next-gen technology, high-density storage and machine learning to solve today's complex distribution challenges, Symbotic enables companies to move goods with unmatched speed, agility, accuracy and efficiency. As the backbone of commerce the Symbotic platform transforms the flow of goods and the economics of supply chain for its customers. For more information, visit www.symbotic.com.
We are a community of innovators, collaborators and pioneers who embrace our differences, because we know unique perspectives make us stronger and smarter. Every perspective matters. We depend on the collective voices of our employees, customers and community to help guide us as we build a better place to work – for you and the world. That’s why we’re proud to be an equal opportunity employer.
We do not discriminate based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.
The base range for this position in the posted location is $87,000.00 - $119,900.00 however, base pay offered may vary depending on job-related knowledge, skills, and experience. The compensation package includes medical, dental, vision, disability, 401K, PTO and/or other benefits.
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