Priority Incident Manager Position Available In Pinellas, Florida

Priority Incident Manager Daifuku – 2.6

Clearwater, FL Job Details Estimated:

$59.9K – $72.5K a year 9 hours ago Qualifications ITIL Certification Customer service 5 years Mid-level Microsoft Office High school diploma or GED Analysis skills IT Computer skills Customer support Root cause analysis Communication skills

Full Job Description 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 24/7 environments.

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 Oversee all incidents and user service requests for timely completion Monitors incident tickets and acts as necessary to meet service targets 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. Identify and customize “Clients in need” programs to address concerns and shore up accounts that are not stable 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 Assist new hires by providing training, shadowing and encouragement

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