| Company: | Hockenberg Search
Minetonka, MN |
| Job Location: |
Minneapolis - Hennepin County
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| Employment Type: | Full Time |
| Department: | Other |
| Benefits: | Competitive benefits and compensation package |
Description: |
DIRECTOR OF TECHNICAL SERVICE - Manufacturing company in Minneapolis, MN. Local candidates only.
Our client is seeking an energetic and results-oriented Director of Technical Service. This person will report to the VP of Operations at a small, well-established, and growing privately-held equipment manufacturer in the northern suburbs of Minneapolis, MN . The ideal candidate will have 5 or more years of relevant Customer Service Management/Customer Support experience in a progressive, engineered to order, capital equipment environment. Additionally, we are seeking a candidate who can establish quality improvement programs.
This position represents a chance to make an impact at a company that is going through a transformation from entrepreneurial to professional. Your challenges are to improve customer response time, double service and warranty revenue, coach existing staff on how to upsell, develop a system to schedule regular maintenance calls, and rebuild bridges with other departments.
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Duties: |
Oversees Field Service, Customer Service and Quality activities. Ensures timely responses to customer needs. Establishes and promotes programs to increase service sales revenue. Establishes and implements quality improvement programs. Routinely provides service and warranty activity information to Management. Five direct reports.
RESPONSIBILITIES:
- Establishes “Best Practices” procedures, methodologies and standards for Customer Service department in areas such as: Training, Quality, Fulfillment, Customer Satisfaction, and Customer Service Activities.
- Establishes strong relationships with customers. Proactively communicates with key customer contacts on a regular basis.
- Establishes quality programs that will reduce warranty costs
- Ensures information is regularly provided to engineering pertaining to service and warranty activities, especially reoccurring issues.
- Develops programs to proactively promote and increase service revenues.
- Serves as a member of the Leadership Team
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Qualifications: |
- Relevant degree, or combination of relevant work experience and education
- Five or more years of relevant Customer Service Management / Customer Support experience in a progressive, engineered to order, capital equipment environment.
- Demonstrated history of problem solving
- Demonstrated history of establishing service labor and parts sales programs.
- Demonstrated history of establishing quality improvement programs
SKILLS, TRAITS AND EXPERIENCE:
- Proven Leader in a team environment, also able to participate as a team member
- Strong problem solving skills
- Strong human relationship skills
- Strong technical aptitude, mechanical/electrical/electronic
- Diplomatic, fair and reasonable when dealing with the others
- Highly organized and able to frequently multi-task
- Good presentation skills
- High-level verbal and written communication skills
- Appropriate risk-taker, decisive
- High functioning in a values-based management environment
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