Director, Call Center & Field Support

SUMMARY

Directs and coordinates strategies for remote troubleshooting and diagnostic support for company machinery and/or equipment. Ensures that management and technicians are fully informed of all new information related to products, procedures, policies, client needs, company relations issues, changes, or actions.

ESSENTIAL FUNCTIONS

• Oversees the technical support call center and provides accurate and reliable call forecasting, staffing recommendations, schedule optimization and issue resolution.

• Establishes and maintains productive working relationships with internal teams such as: product development, engineering, manufacturing, quality, and sales.

• Serves as an escalation point for highly complex customer issues. Leverages resources across the company as necessary to facilitate the quick and efficient resolution of problems.

• Provides voice of the customer feedback to help drive innovation and further solidify or enhance competitive position in the marketplace.

• Partners with quality control to document and alert engineering and manufacturing to significant reoccurring technical issues. Communicates solutions to customers and documents any additional failures.

• Monitors key performance indicators to ensure customers are receiving a high level of customer service.

• Researches and provides regular feedback to management on the impact of emerging service trends and technologies on the business.

• Manages departmental financial objectives by forecasting requirements, and actively participating in the development of the annual budget.

• Exercises full management authority including interviewing, hiring, and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

EDUCATION & EXPERIENCE

• Bachelor's degree in business or related field or eight years of advanced technical repair management experience.

• A minimum of three years of leadership experience and prior call center experience is strongly preferred. Ability to troubleshoot and diagnose technical problems remotely is required.

KNOWLEDGE & SKILLS

• Extensive business knowledge with comprehensive understanding of the organization and functional area

• Advanced leadership and problem-solving skills.

• Knowledge of the operation of phone systems, quality monitoring/recording systems

• Exceptional written, verbal, organizational, problem solving, and phone communication skills required.

• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)

• Strong customer service, interpersonal and multi-tasking skills

• Hands-on experience managing call center operations and teams.

PHYSCIAL REQUIREMENTS

Non-Manufacturing:

• Typically work is in an office environment where the noise level is low to moderate.

• Requires standing and/or sitting for prolonged periods of time.

• Ability to lift boxes/materials weighing up to 20 lbs.

• Requires telephone work and/or computer work, as well as interactions with other employees and customers.

• Ability to read, write, listen, and communicate effectively.

• Intermittent manual labor that includes bending, stooping, crouching, reaching, pushing, and pulling. Inventory support

• Close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.

• Communicate with others to exchange information.