Director of Customer Service
Job Type : Permanent
Location/City : MA - Burlington
Category : Administrative
Region : Northeast
Id : 25638
This Director of Service will manage a broad range of technical product support and service personnel.
Responsibilities: You will be working with both companies Sales, Operations and Engineering teams, & directly with the customer service organizations, the Director of Customer Service will be responsible and accountable for the following:
? You will be working with management teams to create and implement a worldwide field service process and innovative strategy to proactively respond to customer installation, service and spare parts needs.
? Implement the process in cooperation with the service team in Europe and Asian regions ( - Korea, China, Taiwan, Singapore and Japan).
? You will manage the installation, upgrades, and corrective/preventive maintenance of robots in the field
? Design and implement worldwide after hours technical support service program to ensure customer’s service and parts needs are meet, including developing a 24 hour customer service hotline
? You will design a cross functional formal escalation process and policy to communicate to customers and rapidly respond to customer needs
? Develop critical information flow program to ensure prompt and accurate customer communication
? Publish technical support bulletins and service procedures
? Provide internal reporting by customer of product performance, product quality, issue response time, and time to resolution, and repair metrics
? Track service operations of robots installed worldwide by OEM customers, support and enhance effective communications between the team in each region and OEM customers.
? Participate in weekly service conference calls with OEM customers
? Develop and maintain tracing and mapping system for field robot location, age, warranty, performance, and
Participate in weekly service conference calls with OEM customers
? Develop and maintain tracing and mapping system for field robot location, age, warranty, performance, and service history
? Develop and implement field training program and policies
? Meet and/or achieving customer service expectations
? Service Persimmon robots worldwide
? Communicate to OEM customers on global service issues team
? Travel within and outside the United States
? Expand field service resources as required domestically and/or internationally
? Continuously advance product evolution by providing service related feedback to engineering for existing and proposed products
? Bachelor degree required preferably in a technical field
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