Director of Customer Experience

2 weeks ago

Langhorne, United States Fortress Power Full time

Headquartered in Langhorne, PA, Fortress Power is a leading global designer and manufacturer of energy solutions for residential, commercial, and industrial applications. Our line of batteries, featuring Lithium Iron Phosphate (LFP) chemistry, is not just about reliability, safety, and lifespan. It's about powering over 30,000 global installations, meeting the power needs of households and businesses, and contributing to a sustainable future. In addition to our award-winning local live technical support, we've partnered with industry-leading lending institutions to make investments in solar and storage as easy as possible, furthering our global impact.


Fortress Power is looking for a Director of Customer Experience. Our ideal candidate thrives in a fast-paced, evolving environment where each day brings new challenges and opportunities. We need someone who can use an iterative method and flexible approach to enable rapid delivery and who is excited about the dynamic nature of this role.


Director of Technical Services:


Position Overview:

The Director of Technical Services will be crucial to Fortress Power's global success. They will oversee our technical service operations, ensuring seamless and high-quality customer interactions across multiple regions, including the United States, Mexico, and Puerto Rico. This role demands a strategic leader with extensive experience in customer service, particularly in managing remote teams and implementing Enterprise Resource Planning (ERP) systems to optimize customer support processes.

Responsibilities:

  • Customer Technical Interface: Serve as the primary point of contact between the company and its customers, ensuring high technical support and service quality. Address and resolve customer inquiries and technical issues related to solar battery products.
  • Lead Global Teams: Direct and manage service and application engineering teams across multiple regions, including the U.S. and Puerto Rico. Ensure alignment and operational efficiency across all teams to maintain a cohesive approach to customer service.
  • Customer Service Expertise: Utilize over ten years of customer service management experience to drive operational efficiency and customer engagement. Oversee customer service software and phone systems to optimize service processes.
  • Service Operations Leadership: Oversee site visits, field service activities, and service call management. Ensure timely resolution of customer issues, optimize service workflows, and continuously work to enhance customer satisfaction.
  • Field Service Team Expansion: Lead efforts to expand and establish a robust field service engineer team. Ensure the team is well-equipped and trained to meet increasing customer demands and provide exceptional service.
  • Analytical Insight: Conduct in-depth analyses of service calls and quality feedback. Leverage strong analytical skills to monitor key performance indicators (KPIs), identify trends, and implement continuous improvements in service quality and customer satisfaction.
  • Cross-Department Collaboration: Foster a cross-departmental, process-oriented mindset. Work closely with other departments to ensure seamless integration of service operations across the organization, contributing to overall company success.
  • Remote Team Oversight: Manage a remote team responsible for customer inquiries and service calls. Maintain high support, responsiveness, and customer satisfaction standards, ensuring consistency and excellence in service delivery.

Qualifications:

  • ERP Systems Mastery: Demonstrated extensive knowledge of ERP systems, focusing on service and customer support. Ability to streamline processes and enhance system integration for improved service operations.
  • Experience: At least ten years of relevant experience in technical service management, preferably within the renewable energy or technology sectors.
  • Leadership: Proven track record of leading and managing global teams, with strong skills in team development, operational efficiency, and cross-departmental collaboration.
  • Technical Acumen: Strong technical understanding of solar battery products and related technologies, with the ability to provide expert guidance to customers and teams.

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