Director of Service

2 months ago

Surrey, Canada AdeptAg Full time

We are seeking an experienced and dynamic Director of Service to lead our technical service operations.

The primary objective of this role is driving revenue growth through service excellence and expansion of our service offering through maintenance agreements, to enhance our customer service experience and ensure customer satisfaction and loyalty. The secondary objective is to be the administrative backbone for our technical professionals. Additional responsibilities include employee development and retention, managing customer expectations, and collaborating with project management, engineering, and design teams to ensure seamless project execution.

**Who We Are**

AdeptAg LLC is a leader in the controlled environment agriculture industry as an integrator of growing solutions for our customers both domestic and international. AdeptAg is constantly helping to meet the challenges of today’s growers with innovative and cost-efficient solutions.

**Why Work for Us**
Competitive compensation and benefits package, supportive and inclusive company culture, and opportunities for professional development and career advancement.

**Key Responsibilities**

**Revenue Growth**
- Identify and implement opportunities for revenue growth within the service department.
- Develop and manage service contracts, ensuring profitability and customer value.

**Customer Service Leadership**
- Develop and implement customer service strategies to increase customer satisfaction and improve loyalty.
- Oversee all customer service activities, ensuring timely and effective resolution of customer issues.
- Monitor and analyze customer service metrics to identify areas for improvement.

**Employee Development and Retention**
- Lead, mentor, and develop a high-performing customer service team.
- Implement training programs to enhance team skills and career development.
- Foster a positive work environment that encourages teamwork and employee engagement.

**Managing Customer Expectations**
- Set and manage customer expectations, ensuring clear communication and understanding.
- Develop and maintain strong relationships with key customers.

**Project Collaboration**
- Work closely with project management, engineering, and design teams to ensure a smooth handoff during project execution.
- Provide feedback and insights to improve project processes and customer outcomes.

**Qualifications**
- Bachelor’s degree in Business Administration, Management, or a related field. Advanced degree preferred.
- Proven experience in a customer service leadership role.
- Strong understanding of customer service principles and practices.
- Experience in the controlled environment agriculture industry, preferred.
- Familiarity with systems and ERPs like Service Cloud, Microsoft Great Plains, and Genius ERP.
- Excellent leadership, communication, and people skills.
- Strong analytical and problem-solving abilities.
- Ability to work collaboratively across departments and functions.

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