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Customer Experience Technical Lead: Swanson Flo

3 months ago

Plymouth, United States Motion & Control Enterprises LLC Full time
POSITION SUMMARY

The Technical Lead position within the Customer Experience team is responsible for being the technical liaison and advisor that supports all customer experience team members ensuring they are delivering not only the best technical solutions to our customers, but the right solutions. In addition to the direct support of customer-facing customer experience team members, the Technical Lead position works cross-functionally to provide technical guidance to MCE outside sales team members and provides the resource guidance to ensure we are delivering the right solutions to our customers. The Technical Lead position is a critical internal business partner that ensures team members can provide a seamless customer experience across all stages and touchpoints in a customer's technical and engineering journey.

ESSENTIAL DUTIES
  • Take ownership of, understand, and improve the customer experience through increased ability.
  • Ensure guidance is provided to front line Customer Experience team members.
  • Utilize strong technological abilities to explain the products to others in a way that makes the team better.
  • Communicate solutions to the leaders of supporting teams as well as customers.
  • Provide indirect leadership guidance when productivity metrics are lagging to ensure resources can be deployed.
  • Work across departments to provide the best and most efficient customer experience through technical guidance, solution design, and direct coaching.
  • Ensure that opportunities and leads are producing revenue results and are passed to internal business partners as needed.
  • This job has indirect leadership responsibilities; indirect leadership responsibilities include: directly monitoring activities of aligned customer experience team members to ensure balance of workload, assist in work planning as needed, cultivate a learning environment by providing technical insight to complex customer requests via CRM, and task engagement.
  • Customer experience responsibilities that include direct order placements, quoting, lead generation with opportunity management, logging direct activity in compliance with CRM activity expectations, providing technical insight to complex customer requests via CRM, and task engagement
REQUIRED SKILLS/ABILITIES
  • 3-5 years of Customer Experience that may include specific engineered systems experience.
  • Ability to influence others' outcomes via feedback and demonstrated coaching experiences.
  • Strong customer orientation skill sets that have required direct communication with customers through challenging and highly engineered/technical solutions.
  • Strategic orientation mindset with building planning and problem-solving experiences.
  • Energetic, positive, innovative, and organized.
  • Ability to articulate technical solutions effectively via written and verbal communication.
  • Key business management system skills. Include advanced function knowledge of Microsoft software that includes Excel, Power Point, and Microsoft Word. Knowledge of other key business systems that include proficiency/knowledge of CRM systems, and ERP systems.
WHAT WE OFFER

Along with competitive compensation and career advancement opportunities, we offer a comprehensive total rewards package. Qualifying employees receive:
  • Medical, dental, and vision coverage
  • Company paid life and AD&D coverage
  • Company paid short- and long-term disability coverage
  • Voluntary benefit products
  • 401(k) retirement savings plan with a generous company match
  • Generous PTO allowances and paid holidays
  • Tuition reimbursement
  • Employee Assistance Program (EAP)
  • Parental Leave


For all Recruiting inquiries, please email