Customer Service Director
We have an exciting new opportunity for a Director of Customer Service in the Totowa, NJ area! This role will report to the EVP of Product Management/Service and will be primarily responsible for maximizing customer satisfaction and increasing revenue of post sales business. All applicants must hold a Bachelor's Degree and Electrical or Electronics Engineering is highly preferred.
Responsibilities will include:
??? Managing and overseeing customer support for domestic and international customers
??? Increasing profitability of the service department by managing programs such as Preventative Maintenance, Spare Parts, Service Contracts and Product Upgrades
??? Managing the Service Team to ensure a high quality of service (on-site and remote product service installation, testing and calibration of products and parts, product upgrades, etc.)
??? Managing technical training program for worldwide internal service teams, customers, representatives, partners and subsidiaries
??? Managing department in regards to scheduling customer visits, customer priorities, budget and expenses, etc.
??? Collaborate with internal departments (R&D, engineering, operations, products, spare inventory etc.) to ensure customer needs are met with in proposed timeline
??? Develop, lead and mentor service department team members / interview and hire new team members as needed
??? Continuous review of processes and systems
??? Develop deep knowledge of products, services and markets
??? Identify product design problems and assure implementation of corrections
??? Create and adhere to timelines for projects and tasks
??? Measure and report relevant KPIs for service department
??? International and domestic travel as required
Working hours: 8 AM - 5 PM
--Bachelor's Degree is required; Electrical or Electronics Engineering degree is preferred
--5+ years of Customer Service related experience / technical products required
--Strong interpersonal, negotiation and persuasion skills
--Technologically savvy and ability to report departmental activity on Salesforce, ERP, CAD and office tools
--Must be available for global customer escalation issues as needed
--Excellent listening, problem solving and implementation skills
--"Can do" attitude
If you are qualified and interested in this role, please apply and email your resume to email@example.com.
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