Spare Parts, Success Manager

What we need 

The Customer Success Manager, Spare Parts, is a customer-facing role responsible for managing escalations, tracking spare parts orders, 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 supporting Symbotic’s scaling operations, ensuring timely delivery of project BOMs, and maintaining high levels of 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 ensuring timely delivery of the correct replacement parts required to 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.    

What you’ll do 

• Act as the primary escalation and feedback path for customer spare parts inquiries, ensuring timely resolution and follow-up. 

• Manage BOM scheduling for project builds, coordinating with Project Managers and communicating shipment delays and resolutions. 

• Support weekly and bi-weekly customer overview meetings at both the customer and site level, preparing analysis and documentation as required. 

• Track and monitor customer 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 as backup to the Spare Parts Program Manager in managing escalations and customer communications. 

What you’ll need 

• Bachelor’s degree in Business, Supply Chain, or related field; or equivalent work experience. 

• Minimum of 3 years of experience in customer success, service operations, or supply chain coordination. 

• Strong communication and organizational skills, with ability to manage multiple stakeholders and priorities. 

• Experience with BOMs, order management, and customer-facing support. 

• Proficiency with 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 effectively facilitate customer meetings. 

• 30% travel required for customer meetings. 

Preferred 

• Experience in automation, logistics, or complex project environments. 

• Prior exposure 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 on action items. 

• Adaptability to shifting project deadlines and operational priorities. 

Our Environment 

• Up to 30% of travel may be required. 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.