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Leader of Customer Experience

Company: SOLTECH
Location: Conyers
Posted on: April 10, 2021

Job Description:

Overview: Are you looking to lead an After-Sales support team? We are in search of a leader to help build strategies to deliver exceptional customer experiences during the before and after stages of product delivery. The ideal candidate will be involved in managing a team of experts to ensure products are delivered efficiently and ensure exceptional customer service is delivered at every stage of the process. Ideal candidates will be very high energy and will work continuously to provide diagnosis and analysis to internal teams when issues may arise.
Responsibilities:

  • Provide expert remote technical support for delivered products by:
  • Implementing appropriate technology to (where applicable and/or desirable from Customer view) to streamline Customer Experience
  • Updating contractor and field service base with systemic issue resolutions via technical bulletins or by other means
  • Deliver quick and complete field service diagnoses and resolution by:
  • Designing protocols for dispatching field service while driving clear rules of engagement internally with 'taking care of Customers' as the primary objective
  • Defining metrics and ways to measure field service efficiency with 'first-dispach' resolution being the primary focus
  • Direct warranty process, analysis, and communications by:
  • Escalating issues to appropriate parties and developing a playbook when Customer Experience may be adversely affected
  • Establishing service-level agreements to align with Customer expectations
    Qualifications:
    • 15+ years of experience in after sales service/support in an industrial applied product setting
    • 7+ years of directly managing multi-level remote teams of 25 of more employees
    • Bachelor's degree (technical field preferred)
    • Industry experience (refrigeration, B2B products, appliances)
      About SOLTECH: SOLTECH is Atlanta's top software development and technology staffing company. Our mission (and passion) is to match job seekers with outstanding career opportunities. Over the last 20 years, we have been successful in finding the best opportunities for people like you who are interested in seeking jobs that ramp up and further careers in technology. We call it "the catered approach" because of the in-depth and thorough methods we use to find the best win-win employment situations. We're looking for innovative individuals who are enthusiastic about shaping the future of technology alongside the region's most successful companies. We look forward to learning about your expertise and interests so we can match you with an exciting position where you can thrive. When you apply through SOLTECH we will make sure you land where your career growth will be nurtured and valued.

Keywords: SOLTECH, Atlanta , Leader of Customer Experience, Other , Conyers, Georgia

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