Customer Experience Manager
4 weeks ago
At Trane TechnologiesTM and through our businesses including Trane and Thermo King, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
Job Summary:
In coordination with the Strategic Account Vertical Market Manager, the Strategic Account Customer Experience Manager will be responsible for developing service strategies for large national accounts with multiple locations across North America. Responsible for managing the technical service support and training requirements of assigned Strategic Accounts and Thermo King Dealers to deliver an exceptional and consistent service experience.
This is a Remote position
Thrive at work and at home:
Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives – WE DARE TO CARE Family building benefits include fertility coverage and adoption/surrogacy assistance. 401K match up to 6%, plus an additional 2% core contribution = up to 8% company contribution. Paid time off, including in support of volunteer and parental leave needs. Educational and training opportunities through company programs along with tuition assistance and student debt support. Learn more about our benefits hereResponsibilities:
Strategic service planning with assigned accounts to identify customer requirements and development of service level agreements with specific deliverables and tracking mechanisms.Work closely with the Thermo King Dealer network to develop a comprehensive service plan to deliver a consistently excellent service experience that reduces customer's costs and downtime and improves efficiencies.Work directly with assigned customers that have their own maintenance shops to provide tools and training and to ensure local Thermo King Dealer engagement to deliver agreed to service levels.Provide timely service support to technical, maintenance, installation, and training needs of assigned accounts and be able to manage and provide swift conflict resolution when required.Effectively manage commercial policy within the assigned financial budget to quickly address customer issues to maintain relationships and to deliver an excellent customer experience.Facilitate stronger communication to assigned accounts and dealers so they are well apprised on all service matters to reduce costs, downtime and improve efficiency.Serve as the main service liaison between the customer, Thermo King Corporation and our dealers to ensure a consistent level of service.Bring customer issues and awareness to Thermo King Corporation in order to develop long term technical and/or product development solutions to the market.Develop and implement national training or customer support programs with each assigned account with participation from local Thermo King Dealer(s) when applicable that result in increased customer loyalty and in meeting or exceeding revenue quota.Examples of programs include but are not limited to:
Technical trainingNew product trainingBest practice development and deploymentDealer support programs for assigned accountsOpti-Set development, training and deploymentProvide overall improvement to the following processes... Unit Reliability, Commercial Policy, Warranty and future Sales.
Qualifications:
High School or Associate's Degree and at least 5 years of technical school. College degree preferred5-10 years overall experience, preferred in field service and/or service management.Preferred industry experience in transportation and/or transport refrigerationPrior experience working with dealers preferredProven ability to learn complex systems with strong technical acumenExcellent training and communication skillsAbility to work with computer programs such as Excel, Word, Outlook and be able to quickly learn proprietary TK software programs required to perform dutiesComfortable and effective at conflict resolutionEffective problem solverTravel: 60%Base Compensation Range is $94,950 to $125,550
Additional Compensation: Total compensation for this role also will include an incentive plan.
Disclaimer: This "range" could be a result of seniority, merit, geographic location where the work is performed, education, experience, travel requirements for the job, or because of a system the employer uses to measure earnings by quantity or quality of production (so, for example, positions that may not have traditional salary ranges).
*Benefits vary by region, business alignment, union involvement and employee status.
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
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