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Customer Experience Leader
2 months ago
Job Summary
The Technical Customer Support Director is responsible for overseeing the field service department's operations, ensuring exceptional customer service, and leading a team of service department personnel. This role involves managing customer interactions, equipment warranty administration, service contracts, coordinating in-house and in-field equipment repairs, equipment installation projects, and providing various reports to management.
Duties and Responsibilities
- Lead, mentor, and manage the service team to ensure high organizational performance, efficiency, and internal and external customer satisfaction. Conducting regular performance reviews and providing feedback to team members on formalized goals/objectives.
- Ensure prompt and effective resolution of customer requests for service and complaints.
- Collaborate with sales, engineering, product management, operations, and other departments to resolve open issues and provide feedback regarding possible product improvements.
- Ensure that installations projects are planned, coordinated, and executed to a professional standard.
- Manage service parts inventory and forecasting to optimize responsiveness to demand.
- Manage relationship with Master Parts Distributor (Partstown) to capitalize on their core competencies (parts sales, web ordering and fulfillment, trouble shooting, video production, warranty support).
- Ensure that customer interactions are timely and appropriately communicated to the sales department and efforts are coordinated as necessary.
- Manage/administer equipment warranty and support programs, including reporting on the relevant activities and results.
- Actively participates in the response to RFP/RFQ/Bids for system projects by evaluating the installation/project requirements and costs of each unique project, including scopes of work.
- Monitor and report various KPIs related to service activities and results.
- Develop and maintain a service agent network that is technically competent, responsive, and geographically comprehensive.
- Work with the Product Management, Marketing, and Engineering to review, develop, and maintain equipment specification sheets and installation/operations/service manuals for Aladdin equipment.
- Identify opportunities for process improvements and best practices to enhance service department efficiency and effectiveness as well as Aladdin as a whole.
Required Skills/Abilities
- Effective verbal and written communication skills.
- Superior organizational and team building skills.
- Proficient in Microsoft Office (including Excel), CRM software, and ERP systems (JDE system experience a plus).
Education and Experience
- BA/BS required.
- Minimum of 10+ years of successful Technical Service departmental management with a team makeup of 5 or more.
Aladdin Temp-Rite provides equal opportunities to all employees and applicants without regard to disability, race, color, religion, sex, sexual orientation, gender identity, or national origin.
