Priority Incident Manager

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.

• 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

• 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