Customer Experience Leader

2 weeks ago

West Vancouver, British Columbia, Canada Aladdin Temp Rite Full time

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.

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