Job Description


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

 

Education Required:

? Bachelor degree required preferably in a technical field


How to Apply:
Please send your resume in Word or PDF format to: ssilvia@gcrtemps.com
Copy and Paste the following job title and code and place it in the subject line of your email so we can identify the job: Director of Customer Service (#25638-MH1639)

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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