What are the responsibilities and job description for the Customer Service Operations Director position at AdeptAG?
**Company Overview**
AdeptAg is a leader in the controlled environment agriculture industry, providing innovative and cost-efficient solutions to growers across North America. Our company culture emphasizes collaboration, accountability, and customer focus.
**Job Description**
The Director of Post-Sales Service will be responsible for leading our Parts and Service teams, ensuring seamless post-sales scheduling of installations and commissioning, customer support, field repair, and parts fulfillment. This leader will play a pivotal role in standardizing and integrating disparate teams and processes into a cohesive service function.
**Responsibilities**
- Develop and implement a unified strategy for post-sales service operations across North America.
- Lead the integration of disparate teams and practices, standardizing policies, workflows, and performance metrics.
- Foster a culture of collaboration, accountability, and customer focus across the Parts and Service team.
- Oversee the scheduling and execution of post-sales service, including preventive maintenance appointments.
- Enhance service response times, parts fulfillment, and issue resolution to improve customer satisfaction and retention.
**Minimum Qualifications**
- 10 years of experience in customer service, post-sales support, or service operations within Greenhouse, controlled environment agriculture, or related industries.
- Proven leadership in integrating and streamlining multi-location, post-acquisition teams.
- Strong background in call center management, service scheduling, parts management, and customer support developing and implementing standardized processes, KPIs, and SLAs to drive operational efficiency.
- Skilled in change-management and driving organizational transformation in complex environments.
