Head of Customer Service, Americas

4 weeks ago


Westlake Village, California, United States L-Acoustics Group Full time
Customer Service Team Lead, Americas

We are seeking a highly skilled and experienced Customer Service Team Lead to join our global Customer Service organization in Westlake Village, California. As a key member of our team, you will be responsible for providing quality and efficient services and support to customers based on the American continent.

Key Responsibilities:
  • 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.
Preventive and Corrective Maintenance Operations:
  • 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.
Requirements:
  • 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.

We offer a competitive compensation package, including a base salary of minimum $80K yearly (depending on experience), flexible hybrid work policy, profit sharing, and medical insurance (health, dental, vision...).

This position may require infrequent travel in the US and abroad for short or extended periods of time, depending on company needs.



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