POSITION SUMMARY & OBJECTIVES
We are seeking a person to drive overall delivery excellence and transformation of our technical support organization. Elevating the service experience we provide to our customers and to our team. This role oversees the strategy, service delivery, and quality for the technical support team and leads day-to-day operations. Your primary responsibilities include staffing, staffing adherence, establishing and achieving key operational metrics including budget attainment, establishing and managing action plans, developing policies and processes to support the daily operation of a high growth operation, developing leaders, delivering a high customer satisfaction as well as high employee satisfaction.
RESPONSIBILITIES
- Provide outstanding technical support and customer experience through a fanatical focus on our customers.
- Act as a change agent within the organization to drive transformational initiatives and promote a culture of continuous improvement including the development, management, and improvement of a third-party service network.
- Develop and implement strategies to drive customer experience delivery excellence and transformation within the organization.
- Establish and implement best practices, processes, and technologies to optimize our technical support operations.
- Deep expertise and influence on the key systems and dataflows, including CRM, Phone Systems as well as other tools including chat.
- Lead and mentor a team of technical support professionals to ensure high levels of employee satisfaction and retention. Foster a collaborative, inclusive, customer-centric, and continuous learning approach.
- Drive business growth by shaping the technical support experience and identifying opportunities for increasing parts revenue.
- Monitor and analyze key performance indicators to track progress and identify areas for improvement. Communicate key performance indicators to team and organization. Implement action plans where improvement is needed.
- Work closely with leadership to align technical support experience goals with overall company objectives.
- Develop and maintain relationships with key customers to understand their needs and ensure their success
- Communicate effectively with stakeholders at all levels, including executives, customers, and team members.
- Stay updated on industry trends and best practices to continuously improve customer success strategies and processes.
- Collaborate with other departments, such as sales, product development, IT, and quality to ensure a seamless technical support experience. Develop feedback loops with these teams.
- Ensure compliance with all relevant regulations, policies, and procedures related to technical support delivery.
- Oversee the deployment, maintenance, and enhancement of technical support and customer experience tools and technologies.
- Meet/exceed customer Net Promoter Score targets
QUALIFICATIONS
- Excellent leadership, team management, communication, and interpersonal skills
- Proven track record building engaged, inclusive, and effective teams.
- Must have experience driving performance metrics to achieve corporate objectives.
- Minimum 15 years of demonstrated call center leadership experience with technical products in a high-performance customer operations team
- 10+ years overseeing large teams
- Must have parts and/or aftermarket business experience
- Can challenge the status quo with the goal of bringing in new innovative ideas and improving processes.
- You are an owner and a driver, you get things done, you thrive in high change management, evolving environments
- Excellent written, verbal communication, and interpersonal skills.
- Solid understanding of CRM and phone systems. Experience with AI tools is a plus.
- Bachelor’s degree. Advanced degree preferred
