Priority Incident Manager Position Available In Pinellas, Florida

Priority Incident Manager Daifuku Intralogistics America Corporation United States, Florida, Clearwater 18167 Us Highway 19 N Ste 500 (Show on map) Jun 14, 2025 Priority Incident Manager
Job Location US-FL-Clearwater # of Openings 1 Company Division ILUS Overview About Us 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. 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. Position Summary Experienced Priority Incident Manager with a strong background in managing high-impact IT incidents, 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. Responsibilities Provide clear, timely updates to all stakeholders
Coordinate activities for all involved teams and stakeholders for rapid resolution
Drive client satisfaction as the single point of contact through the delivery of quality and timely service
Manage incidents with “emergency” or “high” priority to ensure timely resolution
Maintain and manage an incident bridge for all priority incidents
Record all actions taken during priority incidents
Lead root cause and postmortem investigations
Provide flexibility for on call schedule coverage
Manages client escalations
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
Identifies ticket trends and repeat issues, create and work problem tickets to drive down ticket volume at sites.
Provide leadership, coaching and mentorship to less experienced team members Qualifications High School diploma or equivalent
ITIL foundation certification a plus
Minimum of 5 years of experience in a customer support position
Good verbal and written communication skills
Strong customer service orientation
Self-motivated and detail-oriented
Creative-thinking and problem-solving skills
Computer skills including Microsoft Office