Head of Customer Service, Americas
3 weeks ago
Since 1984, we build ideas into products, grow products into businesses and scale businesses that leverage and transform the Pro-Audio Industry.
What began as a small team has since become a global organization working to realize this vision. Each member of our team shares our passion for designing and manufacturing sound systems with the highest, most consistent and predictable performance levels.
Our ecosystem of innovative products and services encompasses software, loudspeakers, processors, amplifiers, sound system design and calibration services.
Through our dedication to innovation and product design excellence, we shape the future of sound with technologies that enable audio professionals and artists to elevate the listener experience.
We are looking for a Head Of Customer Service Team, Americas, to join the global Customer Service organization and elevate the customer experience on the American continent.
Role Description
Reporting to the Director of Customer Service, Global, you are managing a team of 3 people based in Westlake Village, California. You will be responsible for providing quality and efficient services and support to customers based on the American continent. Responsibilities include:
Lead the customer service team and ensure ongoing communication and guidance is provided regarding customer satisfaction, product and service knowledge:
- Develop and update service procedures, policies and standards (manuals, troubleshooting documents and tools)
- Develop and manage performance to departmental KPI's
- Keep ahead of industry's developments and apply best practices to areas of improvement
- Drive continuous improvement in the department through the evaluation of processes and procedures that will improve operations, efficiency, and service level to internal and external customers
- Provide timely resolution of customer issues and follow problems through to resolution (via phone, emails or at customer's sites)
- Perform hand-on troubleshooting services and repairs: conduct investigations based on photos, serial numbers, amplifier log files and fault descriptions
- Resolve in-house and team operational issues
- Document enquiries into the system and ensure the data base information is kept up to date
- Improve customer service experience and build strong relationships with customers
- Interface with manufacturing, quality, customer service administrative, applications design and R&D
To be successful in this role, you will need the following:
- Strong experience in the audio industry, as a customer service / customer support / technical support expert, or in the sound engineering or application engineering field
- Certification from a sound equipment manufacturer (example: L-Acoustics, Dante, SynAudCon...)
- A strong capacity to think strategically and globally, along with the ability to build new ways of working
- Ability to lead and inspire a team towards reaching global goals and alignment, ability and willingness to drive change
- Exceptional listening skills and sense of customer service, self-drive, ability to take on tasks in an autonomous manner
- Time-sensitivity, drive to answer customer needs in a timely manner
- Proficiency in an ERP / CRM (Microsoft Dynamics preferred), and in the Microsoft office suite (Outlook, Excel, Word, PowerPoint...)
- Fluency in several languages is not required but is a strong plus (English & Spanish ideally, any other language is welcome)
- Bachelor's degree is considered a plus
- Base Salary: minimum $80K yearly (depending on experience)
- Flexible hybrid work policy: 2 days per week working from home
- Profit Sharing
- Medical insurance (health, dental, vision,...)
Location: Westlake Village, California
Travel: This position may require infrequent travel in the US and abroad for short or extended periods of time, depending on company needs.
Join our passionate and dedicated teams who are shaping the future of sound
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