What are the responsibilities and job description for the Director, Service and Warranty position at American Battery Solutions?
American Battery Solutions has a full-time opening for a Director, Service and Warranty in Lake Orion, Michigan.
Job Summary
The Director, Service and Warranty is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and continuously growing and promoting ABS' customer service portfolio. They are responsible for creating, implementing, leading, and executing the company's service and warranty strategy. This role will be responsible for being both a strategic and tactical leader for the Customer Service and Warranty team. They will need a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction.
Responsibilities
- Takes ownership of customers' issues and follows problems through to resolution.
- Handles complex and escalated customer service issues.
- Ensures customer satisfaction with product performance and field service activities.
- Assigns and schedules Regional Service Technicians.
- Prepares and approves quotations for field service activities.
- Reviews and approves field service reports; provides complete and professional documentation to customers.
- Responsible for after-hours and emergency 24/7 customer support.
- Develops and maintains spare parts programs with cross-functional operations support.
- Adheres to federal and state policies, processes, and procedures.
Customer Satisfaction
- Champions customer satisfaction process.
- Builts strong relationships with customers and represents the voice of the customer.
- Ensures customer satisfaction with product performance and field service activities.
Leadership and Continuous Improvement
- Uses data, customer insights, and root cause analytics to address product and/or process improvements and presents these to other departments and senior management.
- Forecasts headcount and workload to ensure the team is staffed with skilled, passionate, and customer-driven team members.
- Manages department financial goals, analyzes variances, and initiates corrective actions.
Position Qualifications
- Bachelor's degree in business, engineering, or a related field.
- Minimum of ten (10) years of experience working in customer service or warranty.
- Minimum of five (5) years of experience leading teams of skilled mechanical and electrical service technicians.
- Minimum of five (5) years of working with complex electro-mechanical systems required.
Key Competencies
- Business Acumen: Being aware of and familiar with how business strategies and tactics work, and their effect on the customer; understanding issues that impact your business or organization; knowing the competition.
- Business Process Thinking: Designing, implementing, and executing business workflow activities that most effectively and efficiently meet the goals of the business unit and ABS.
- Decision Making & Analysis: Makes sound decisions based upon a mixture of data-driven analysis, expertise, experience, and judgment; collects relevant information, seeking input from others, and identifies connections and/or root causes of problems.
- Influences Others: Has personal and organizational impact built on mutual trust, fairness, and honesty. Flexes their style to direct, collaborate, or empower, as the situation requires.
- Takes Initiative: Exhibits strong drive for results and success; conveys a sense of urgency and drives issues to closure; persists despite obstacles and opposition.
Why Join Us
American Battery Solutions (ABS) provides comprehensive 100% employer-paid benefit plans to employees and their family, competitive salary and retirement program. ABS employs a diverse and inclusive workforce.
