Build, scale, and lead AssetWatch's support organization, delivering fast, technically excellent help to manufacturing customers.
Locations (2)
United States
Ontario, Canada
Compensation
The base salary range for this full-time position is posted below, plus equity and benefits. Variable pay, bonuses, and other cash compensation will be discussed throughout the interview process.
Responsibilities
Lead the Tier 1 and Tier 2 support teams through the reorganization
Create clear performance standards and hold teams accountable
Build performance metrics and frameworks for individuals and teams
Co‑own the annual operating plan and headcount planning
Set annual and quarterly support goals and review progress with the executive team
Design, optimize, and maintain AI-driven conversational workflows for customer support across multiple channels, ensuring high-quality, safe, and efficient interactions.
Responsibilities
Map intuitive self-service conversation paths and resolution flows across messaging channels and web support
Define and maintain consistent agent personas, tone of voice, empathy guidelines, and brand-aligned dialogue
Architect conversational logic for ambiguous user intents, edge cases, and graceful failure handling
Formulate, refine, and maintain high-performing system prompts, few-shot examples, and dynamic context parameters
Work closely with knowledge bases and Retrieval-Augmented Generation (RAG) frameworks to ground AI answers in verified Sinch documentation
Requirements
Nice to have: CPaaS
Nice to have: telecommunications
Nice to have: cloud software
Nice to have: high-volume customer service operations
Lead and manage the IT Service Desk team, overseeing daily operations, staff supervision, vendor relationships, and continuous improvement of support services.
Compensation
Salary: Commensurate with experience
Salary Range:
The target base annual salary range is $53,496.80 up to $70,987.56
Responsibilities
Oversee daily operations of the IT Service Desk
Recruit, hire, supervise, and develop service desk staff
Facilitate project needs analysis and solution recommendation
Prioritize, schedule, and direct project team activities
Develop project or task plans and resource estimates
Requirements
Bachelor’s degree in applicable field or equivalent
Nice to have: Experience in higher education IT support
Nice to have: ITIL certification
Nice to have: Experience with TeamDynamix or similar ITSM platforms
Create enterprise‑grade support documentation for high‑automation machinery and manage the lifecycle of hardware product knowledge domains.
Responsibilities
Collaborate with global engineering, product management, quality assurance, and other senior team members to create manuals and support documentation for high‑automation machines
Author complex technical content that adheres to technical writing quality standards and meets compliance expectations
Maintain and continuously improve knowledge content throughout product lifecycles
Identify knowledge risks and gaps associated with product changes
Improve accessibility and discoverability of assigned knowledge domains
Requirements
Bachelor's degree in English, Technical Writing, or related field
Nice to have: Experience with translation, localization, and writing for a global audience
Nice to have: Familiarity with ISO quality management standards
Nice to have: Familiarity with CE compliance standards
Lead and manage the day-to-day operations of the talent acquisition function, driving process excellence, system administration, and analytics to support rapid growth.
Responsibilities
Lead day-to-day coordination and scheduling logistics
Establish and maintain SOPs, SLAs, and team workflows
Provide leadership and coaching to the talent coordination team
Design, launch, and manage recruiting programs and events
Develop and manage candidate and hiring manager feedback surveys and NPS
Requirements
Bachelor's degree in Human Resources, Business Administration, or a related field
Lead IT support operations for Lilly’s Parenteral, Device Assembly, and Packaging Facility in Kenosha, Wisconsin, ensuring zero downtime and continuous improvement of IT systems.
Locations (2)
Pleasant Prairie, Wisconsin, United States
Kenosha, Wisconsin, United States
Compensation
$66,000 - $154,000
Responsibilities
Manage external support resources for MES, EWM, and QC Lab systems
Implement and maintain a comprehensive knowledge base
Ensure round‑the‑clock availability of IT support and manage L1 on‑call rotation
Oversee incident handling and resolution within SLAs
Apply change management processes to IT systems
Requirements
Bachelor's Degree in Computer Science, Information Technology, Business Administration, or a related field
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