Mhs
Customer Systems Advocate
Remote, United States
Work authorization required$66k-$99kDetected 30 days ago
AlgorithmsJiraSalesforceCRMProcess ImprovementCustomer SupportRoboticsPLCLeadershipCommunicationCollaborationProblem SolvingOrganizational SkillsSCADA
About the role
- They can hold a credible conversation with an engineer, explain a root cause to an operations director, and keep a customer relationship steady during a difficult period.
- Strong organizational discipline and consistent follow-through are essential.
- The base salary range for this role is $66,100 to $99,200.
Responsibilities
- Partner with the Incident Management team during active P1/P2 events to ensure customer communication is coordinated and post-incident follow-through is owned.
- Own root cause analysis (RCA) documentation for significant incidents and recurring issue patterns across assigned accounts, coordinating with Incident Management, Controls, Software, and WES/WMS teams.
- Drive participation in post-incident reviews and post-mortem events, confirming that lessons are captured, owners are assigned, and corrective actions are tracked to closure.
- Coordinate corrective action plans across engineering, support, and third-party teams - maintaining momentum and accountability without direct authority over those resources.
- Maintain a shared issue register for each assigned account covering open defects, committed timelines, and escalation status, visible to both internal teams and the customer.
- Build and maintain trusted working relationships with customer operational leaders, site managers, and IT/support stakeholders across assigned accounts.
- Serve as the customer's internal advocate, communicating operational impact and urgency to engineering and support teams on behalf of each assigned account.
- Manage sensitive customer situations with composure, knowing when to escalate internally and when to hold the relationship steady.
- Post Go-Live & Hypercare Support
- Engage with select post go-live projects during hypercare periods where elevated risk, operational instability, or customer escalation warrants dedicated coordination support.
Requirements
- 5+ years of experience in customer-facing technical support, service delivery, or operations roles within warehouse automation, industrial systems, or similarly complex operational environments.
- Experience managing escalated customer situations with composure and clear communication under pressure.
- Familiarity with incident and problem management processes, including post-incident reviews and root cause analysis.
- Excellent verbal and written communication skills, including the ability to translate technical findings into clear operational language for customer audiences.
- Familiarity with ITIL service management principles, particularly incident, problem, and change management.
- Proficiency with ticketing and case management platforms such as Salesforce Service Cloud, ServiceNow, or Jira Service Management.
Nice to have
- Hands-on experience supporting automated warehouse platforms including conveyors, ASRS, shuttle systems, sortation systems, or robotic automation.
- Working knowledge of WES, WMS, PLC, SCADA, controls, and industrial networking concepts at a level sufficient to engage credibly with engineering teams and understand system failure context.
- Familiarity with Lean or Six Sigma problem-solving methodologies (e.g., DMAIC, 5 Whys, Fishbone/Ishikawa) and experience applying structured root cause analysis tools in an operational environment.
- Work Environment
- Availability during off-hours for P1/P2 escalations and time-sensitive customer situations is required
- specific on-call expectations will be defined by team structure and account portfolio.
- Comfortable working in fast-moving environments where priorities shift, engineering resources are constrained, and results depend on relationships and persistence rather than formal authority.
- This job description describes the general nature and level of work expected of a person assigned to this position.
Compensation
- The base salary range for this role is $66,100 to $99,200.
- This base salary range represents the low and high end of the base salary range for this position.
- Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.
Benefits
- Own a defined portfolio of named accounts in elevated health states, serving as the primary coordination and communication point for each assigned customer.
- Monitor account health indicators including incident volume, P1/P2 frequency, open issue age, and resolution velocity to assess risk and prioritize effort.
- Manage portfolio transitions as customer health improves, handing off restored accounts to standard support and onboarding newly elevated accounts as conditions require.
- Customer Health Management
- Support the establishment of communication cadences and escalation paths with customer stakeholders during the hypercare window, building the relationship foundation for ongoing account health management.
- Produce and maintain account-level reporting covering incident trends, open corrective actions, recovery milestones, and overall health status.
- Support development and refinement of standardized tools including account health scorecards, RCA templates, and hypercare engagement checklists.
Company info
- Keep communication consistent between incidents so customers feel supported and informed, not just heard from during a crisis.
Visa & Work Authorization
- It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orient
This listing is sourced directly from Mhs's careers page and normalized into a canonical job model.