Customer Service Director

MUST HAVE MANUFACTURING BACKGROUND

Are you a dynamic and inspiring service leader ready to make a significant impact in a customer-centric organization that places a premium on the well-being and growth of its employees? We are seeking a highly experienced and strategic Director of Service to join our team and drive excellence in all aspects of the customer experience. As the driving force behind our customer-centric business model, you will play a pivotal role in shaping the future of our organization by fostering a culture that cares deeply about both our customers and our employees. If you thrive in an environment that values innovation, collaboration, and the enrichment of lives, we invite you to explore this exceptional opportunity.

What You’ll Be Doing

• Strategic Leadership and Direction:
  • Alongside company executives, further develop and implement strategies to build and manage a robust Service Business Unit that offers recurring maintenance/service contracts, retrofits, machine installation & training, out-of-warranty troubleshooting/repair and spare/replacement parts.
  • Facilitate and implement specific departmental initiatives to support the strategic plan / company direction for the Service Business Unit.
  • Work closely with other departments and managers, including Sales, Engineering, Operations, and Finance to ensure seamless service delivery and support company goals.
• Team and Talent Management:
  • Further build & lead a high-performing customer service team. Recruit, train, develop, & retain team members to ensure they have the skills and knowledge to deliver exceptional service.
  • Lead by example and cascade individual performance objectives to the service team leaders to help achieve defined growth initiatives.
  • Drive accountability while empowering individuals to assume greater levels of responsibility and personal contribution.
  • Foster a positive culture where employees feel comfortable coming to you and your leaders with concerns or feedback.
• Financial and Operational Oversight:
  • Manage the P&L results for the Service Business Unit, ensuring financial targets are met or exceeded.
  • Work alongside CFO and other company executives to develop budgets, forecasts, and financial reports to support business decisions.
  • Drive service revenues and profits by listening to customer feedback & needs, and using that information to identify new business opportunities while optimizing existing service offerings.
  • Analyze the Service Business Unit’s financial and ERP data and other indicators of performance in order to assess standing in pursuit of exceeding company goals.
  • Provide timely, accurate reports on the service operating condition of the company.
• Customer Relationship Management and Business Development:
  • Ensure customers are highly satisfied with our product & service offerings by developing and maintaining strong customer relationships, handling inquiries and resolving issues effectively.
  • Supplement sales with development & maintenance of key partner and customer relationships.
  • Make important service-related decisions, executes agreements and formalize partnerships under the guidance of the COO.
  • Broadcast a consistent message regardless of audience.
• Continuous Improvement and Analytics:
  • Continuously evaluate and improve service processes to enhance efficiency & improve customer satisfaction.
  • Monitor and report on KPI’s related to customer satisfaction and overall service business unit performance. Use data and analytics to make informed decisions and drive improvements.
  • Maintain in-depth knowledge of his or her industry and communicate with specialized colleagues for expert advice on financial, legal, and regulatory issues.
• Travel is not required initially upon hire but will increase to no more than 20% over time