Customer Experience Director
3 weeks ago
We are seeking a highly experienced Customer Experience Director to lead our national and global team supporting customers of our robotic medical devices. This key role will bring together experience in managing customer and technical service activities for complex products, aligning with our company's mission to improve the lives of patients, families, and clinicians.
The ideal candidate will be responsible for overseeing all aspects of the customer experience, including handling customer inquiries, managing warranty obligations, creating customer orders, and collaborating with internal resources in the U.S. and Europe, as well as distributors and service providers worldwide. To manage such a diverse team while maintaining high standards, the ideal candidate should have a strong orientation toward process, developing, documenting, and enforcing standard procedures.
This is a hands-on management role that requires providing direct support for customers, including escalating critical cases and coverage while other team members may not be available. The Customer Experience Director will work closely with the executive team on a regular basis, contributing to overall management team discussions and providing input on strategic initiatives.
Key Responsibilities
- Directly manage internal Customer Service/Technical team to deliver exceptional customer experiences.
- Support, define, and implement procedures for handling clinical support and technical support, customer orders, and plans and objectives for technical service repairs, reporting, and training.
- Evaluate and establish performance metrics for third-party providers delivering service and support to our customers.
- Promptly and directly manage critical customer issues in cases of escalation.
- Create and distribute support-related customer communications, including customer notices and technical service bulletins.
- Ensure customer support documentation, including service parts lists and manuals, are accurate and up-to-date.
Requirements and Qualifications
The ideal candidate should possess a Bachelor's Degree in a technical field or equivalent experience, along with 8+ years' experience in Customer or Technical Service supporting complex electromechanical products, preferably in the medical device field. Additionally, they should have 5+ years of experience at the managerial level, directly managing a customer service team, and demonstrate a track record of successfully providing customer and/or technical service. They should also be comfortable presenting to, working with, and influencing Executive Management teams.
The salary range for this position is $120,000 - $160,000 annually, depending on experience. Benefits include comprehensive health insurance, 401(k) matching, and generous paid time off.
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