Head of Customer Service
4 weeks ago
An experienced senior customer service engineer and team leader with a solid grounding and understanding of audio and electronics is sought by an established global manufacturer to manage all aspects of their customer service department for the Americas, including managing and inspiring a team of three.
You will be responsible for delivering day to day customer support, including product fault-finding, repair and maintenance, whilst also developing and evolving service procedures, policies and standards, including manuals and troubleshooting documents, as well as planning and managing performance via departmental KPIs. It will be critical to stay informed of industry developments and adopt best practices to ensure the business is able to continue elevating service standards for both internal and external clients.
You will need to promptly address customer issues and diligently oversee their resolution, be it through phone, email or on-site visits. You and your team shall execute hands-on troubleshooting services and repairs, conducting thorough investigations including the meticulous documentation of all support and service issues and enquiries. You will be responsible for resolving issues both in-house and operationally, and shall look at all times to enhance the overall customer service experience, cultivating strong and effective relationships with clients and actively engaging with internal departments including manufacturing, quality assurance, customer service administration, applications design, and R&D.
About You
You will be an experienced product engineer or technician with a well-developed knowledge and interest in customer service and technical customer support, and also ideally with a wider interest and understanding of sound or audio application engineering. You shall have the capability for strategic and global thinking, coupled with the ability to innovate and develop new operational methods, the ability to listen to your team and customers, and a natural sense of drive.
You have a keen sense of urgency and motivation to respond promptly to customer requirements, and will already have some experience and proficiency in an ERP/CRM or other business information system. Fluent in written and spoken English, you will be a confident communicator and will have a natural passion for and commitment to first class customer service in all things that you do. You are likely to be looking for an opportunity to further your technical and management career with an established global premium brand manufacturer, working at the forefront of the audio and entertainment technology field.
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