COMPANY INFORMATION:
Artesian Spas, Marquis Spas are spa manufacturers located in Las Vegas, Nevada, USA with 30 years of experience. We specialize in producing high-quality, innovative spas with intimate designs. These brands have been incorporated under May Manufacturing and are owned by Monomoy Capital Partners LP. Our goal is to provide our customers with the best possible experience, and we strive to ensure that our spas are always safe, comfortable, and reliable. We take great pride in our commitment to providing our customers with the best possible service and value. Our values of excellence, humility, teamwork, leadership, continuous improvement and accountability impact everything we aim to achieve.
POSITION SUMMARY
This role oversees the daily operations of the technical support team supporting Independent Spa Dealers, ensuring efficient and effective resolution of customer issues. This role involves managing the technical/warranty team, monitoring performance, and implementing strategies to improve customer satisfaction and team productivity. Critical to success is a passion for an excellent customer experience and helping dealers achieve the same.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Essential Functions:
· Team Management:
o Supervise and mentor a team of technical support representatives.
o Conduct regular performance evaluations and provide constructive feedback.
o Develop training programs and ensure team members are adequately trained.
· Customer Support:
o Oversee the handling of customer inquiries and issues, ensuring timely and effective resolution.
o Address escalated customer issues and work towards resolving complex problems.
o Ensure high levels of customer satisfaction through quality service and effective communication.
o Lead the development and implementation of technical support training.
· Process Improvement:
o Analyze support metrics to identify trends and areas for improvement.
o Develop and implement strategies to enhance support processes and reduce response times.
o Collaborate with other departments to ensure a cohesive support strategy and improve service delivery.
· Performance Monitoring:
o Monitor team performance through key performance indicators (KPIs) and service level agreements (SLAs).
o Prepare and present reports on team performance and customer satisfaction to senior management.
· Technical Expertise:
o Maintain a deep understanding of the company’s Spa products and services.
o Stay updated with the latest Pool and Spa industry trends and technologies.
o Provide technical guidance and support to team members to enhance their problem-solving abilities.
· Resource Management:
o Manage the scheduling and workload distribution within the team to ensure coverage and efficiency.
o Ensure the team has the necessary tools and resources to perform their duties effectively.
POSITION QUALIFICATIONS
Competencies:
· Customer Focus - Demonstrates concerns for satisfying external and internal customers. Lives the business mission; ensures we are invaluable to Dealers success. Quickly and effective develops solutions to customers problems. Talks to customers to find out needs and how satisfied they are with what they are currently getting. Measures and tracks customer satisfaction.
· Strong Leadership Profile - Leads by example, adept at recognizing strengths of team and optimizing performance by leveraging individual’s strongest areas. Provides close supervision and coaching where needed, backs away and allows freedom to operate when situation allows. Strong at identifying high potential talent and developing and promoting within the organization, as well as skilled at hiring top talent from the outside. Naturally attracts top performers to work for them.
· Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
· Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
· Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
· Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
· Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Organizes or schedules other people and their tasks; Develops realistic action plans.
· Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
· Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
