Director of Customer Experience

2 months 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.

  • 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...

  • Director of Customer Experience

    3 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. Its about powering over 30,000 global installations, meeting...

  • Director of Customer Experience

    3 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...

  • Director of Customer Experience

    2 months 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...

  • Director of Customer Experience

    2 weeks ago

    Langhorne, PA, 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...

  • Customer Experience Associate

    4 weeks ago

    Langhorne, Pennsylvania, United States HomeSense Full time

    Customer Experience AssociateAt HomeSense, we're dedicated to delivering exceptional customer experiences. As a Customer Experience Associate, you'll play a vital role in ensuring our customers feel valued and supported.Key Responsibilities:Engage with customers to understand their needs and preferencesProvide personalized recommendations to enhance their...

  • Sales Associate

    4 weeks ago

    Langhorne, Pennsylvania, United States Norman's Gift Shops, Inc. Full time

    Job DescriptionNorman's Gift Shops, Inc. is seeking a qualified Part Time Sales Associate to join our team in The Shoppes at Flowers Mill, Langhorne, PA. Our customers entrust us to help them show how much they care, to commemorate their most special occasions, provide comfort through challenging times, and to celebrate the everyday moments in between.Key...

  • Director of Finance Operations

    4 weeks ago

    Langhorne, Pennsylvania, United States Trinity Health Full time

    Job SummaryThe Director of Finance Operations will oversee the financial management of St Mary Medical Center and Nazareth Hospital. This role requires strategic leadership and direction in financial management, forecasting, budgeting, accounting, supply chain, and revenue cycle operations. The ideal candidate will have a strong background in healthcare...

  • Trauma Surgeon/Medical Director

    1 month ago

    Langhorne, Pennsylvania, United States Trinity Health Full time

    Job Title: Trauma Surgeon/Medical DirectorWe are seeking a highly skilled Trauma Surgeon/Medical Director to join our team at Trinity Health Mid-Atlantic Medical Group. As a Trauma Surgeon, you will be responsible for providing high-quality patient care in a fast-paced trauma environment. As a Medical Director, you will oversee the clinical and...

  • Director of Finance Operations

    1 month ago

    Langhorne, Pennsylvania, United States Trinity Health Full time

    Job SummaryWe are seeking a highly skilled Director of Finance Operations to join our team at Trinity Health. This role will oversee the financial management of St Mary Medical Center and Nazareth Hospital, providing strategic leadership and direction in financial management, forecasting, budgeting, accounting, supply chain, and revenue cycle operations.Key...

  • Director of Finance Operations- Trinity Health Mid-Atlantic North Region

    3 weeks ago

    Langhorne, United States Trinity Health Full time

    Employment Type: Full timeShift:Description: Trinity Health Mid-Atlantic is looking to hire a Director of Finance Operations who will oversee St Mary Medical Center (Langhorne, PA) and Nazareth Hospital (Philadelphia, PA). Location: On-sitePOSITION PURPOSE In conjunction with the Regional VP, Financial Operations, the Director of Financial Operations...

  • Director of Sales and Marketing

    2 weeks ago

    Langhorne, United States Crunch Fitness Full time

    Fitness Holdings Northeast LLC is looking for a Director of Sales and Marketing, to oversee all locations throughout the Northeast. We are a franchise of CRUNCH Fitness. We are headquartered in Greenwich, CT. Our mission is to launch a network of CRUNCH gyms across the northeastern United States. With franchise rights in Westchester County, NY, Philadelphia,...

  • Director of Information Technology

    2 weeks ago

    Langhorne, United States Penndel Mental Health Center Full time

    ******** This position offers a $1,000 signing bonus paid at 90 days of employment****Penndel Mental Health Center is a non profit community based mental health agency located in Langhorne. We are seeking candidates to join our team of professionals who are passionate about working with individuals diagnosed with mental illness, intellectual disability,...

  • Director of Information Technology

    2 weeks ago

    langhorne, United States Penndel Mental Health Center Full time

    ******** This position offers a $1,000 signing bonus paid at 90 days of employment****Penndel Mental Health Center is a non profit community based mental health agency located in Langhorne. We are seeking candidates to join our team of professionals who are passionate about working with individuals diagnosed with mental illness, intellectual disability,...

  • Assistant Director of Nursing

    2 months ago

    Langhorne, United States Genesis HealthCare Full time

    Crestview Center is NOW HIRING an ADONJoin our Growing Team today! Benefits*Oversee Wound Care *Variable compensation plans*Tuition, Travel, and Wireless Service Discounts*Employee Assistance Program to support mental health*Employee Foundation to assist financially with unforeseen hardships*Diverse, Equitable and Inclusive (DEI) workplace with DEI...

  • Assistant Director of Nursing

    3 weeks ago

    Langhorne, United States Genesis HealthCare Full time

    Crestview Center is NOW HIRING an ADONJoin our Growing Team today! Benefits*Oversee Wound Care *Variable compensation plans*Tuition, Travel, and Wireless Service Discounts*Employee Assistance Program to support mental health*Employee Foundation to assist financially with unforeseen hardships*Diverse, Equitable and Inclusive (DEI) workplace with DEI...

  • Assistant Director of Nursing

    3 weeks ago

    Langhorne, United States Genesis HealthCare Full time

    Crestview Center is NOW HIRING an ADON Join our Growing Team today! Benefits Oversee Wound Care Variable compensation plans Tuition, Travel, and Wireless Service Discounts Employee Assistance Program to support mental health Employee Foundation to assist financially with unforeseen hardships Diverse, Equitable and Inclusive (DEI) workplace with DEI...

  • Assistant Director of Nursing

    3 weeks ago

    Langhorne, United States Genesis HealthCare Full time

    Crestview Center is NOW HIRING an ADON Join our Growing Team today! Benefits Oversee Wound Care Variable compensation plans Tuition, Travel, and Wireless Service Discounts Employee Assistance Program to support mental health Employee Foundation to assist financially with unforeseen hardships Diverse, Equitable and Inclusive (DEI) workplace with DEI...

  • Customer Specialist

    3 weeks ago

    Langhorne, United States CarMax Full time

    7100 - Langhorne - 1776 E Lincoln Hwy, Langhorne, Pennsylvania, 19047CarMax, the way your career should be! About this jobAs a Customer Specialist, you will be empowered to provide an iconic experience for our Customers by acting as a guide and offering support during every step of their CarMax journey, reinforcing our simple and seamless process. While...

  • Customer Specialist

    4 weeks ago

    Langhorne, United States CarMax Full time

    7100 - Langhorne - 1776 E Lincoln Hwy, Langhorne, Pennsylvania, 19047CarMax, the way your career should be! About this jobAs a Customer Specialist, you will be empowered to provide an iconic experience for our Customers by acting as a guide and offering support during every step of their CarMax journey, reinforcing our simple and seamless process. While...