Director of Customer Service

As Director of Customer Service, your primary responsibility is to understand our clients’ needs and lead the Customer Support team to deliver exceptional customer service and support. The Director of Customer Service will be in a very visible leadership role to our customers and must demonstrate exceptional leadership, personnel management, and organizational skills.

 You will be responsible for overseeing the creation and success of a highly integrated customer service team composed of engineers & customer service representatives, in meeting and exceeding support metrics and SLAs.  You are technical and will challenge the team to solve problems and improve the delivery of our services. You will work closely with leaders in Software, Engineering, Field Services, Commissioning, Sales, and Marketing in improving the delivery of our services. You are the escalation point for our customers and internal teams and will be the champion of customer advocacy and proactive support.

1.      Provide strong, dynamic leadership that mentors, develops and guides team members to achieve Customer Satisfaction goals.

2.      You will be the face of KPI Support to our Customers for all supported technologies.  All escalation activities of Customer Support will be routed through this position. Supporting clients ranging from 50 to 5000.

3.      Vendor / Partner management – knowledge of support capabilities, current issues, and recommended upgrades required from our partners. You will hold our partners accountable for providing superior customer support.

4.      Monthly customer reporting oversight and report creation.

5.      Oversight and Direction of the Customer Support Team.  Assuring we have the appropriate staff available for 24/7 operations where uptime is critical to our client’s success.

6.      Ensure the Customer Support Team is properly trained and knowledgeable on all technologies supported by KPI.  You will work closely with our Software Development team.

7.      Work with Field Service Director and team to provide prompt field service to our customers when required.

8.      Financial Accountability for the development and administration of annual department budgets to attain business goals with operational stability.

9.      Conduct effective resource planning to maximize the productivity of resources.

10.   Ensure various KPI’s and Customer expectations are met or exceeded.

11.   Develop great chemistry and interdepartmental accountability within the Lifetime Services Department as well as engineering, software, and installation to provide the proper resources to proactively take care of our customer’s needs.

12.   Clearly understood metrics (scoreboard)

13.   Improve processes and add tools as needed to ensure the teams are using best in class practices.

14.   Work closely with various product groups to assist in support and proactively look for product improvements (Voice of the Customer).

15.   Lead, schedule, and organize QBRs (Quarterly Business Reviews) with our customers and internal KPI stakeholders.

Requirements

• Proven Support professional with a deep understanding of Call Centers, including strengths in software support, field service support, and the ability to solve customer business needs.

• Minimum of 15 years’ experience in technical support, field service support, with at least 7 years of direct experience in managing leaders and agents.

• ITIL best practices relative to Service Transition, Operations, and Improvement

• Electrical Controls experience (general understanding minimum)

• Working knowledge and practical experience of all building blocks in support desk and field service solutions such as Salesforce, call center phone systems, hardware, applications, cloud, analytics, etc.

• Experience in basic financial analysis (cost effectiveness, cost benefit, etc.)

• Demonstrated and verifiable success at leading call centers and field service groups.

• Ability to work well under pressure to handle crises and balance several tasks simultaneously.

• Ability to work well with customers in stressful situations.

• Ability to prioritize, delegate tasks to appropriate staff, and perform required follow-up.

• Bachelor’s Degree required. Master’s Degree or MBA is preferred.

• Excellent communication skills with ability to negotiate through extreme high-pressure situations with customers.

• Must have a strong customer focus and be able to build relationships and establish trust, respect, competence, and confidence effectively and quickly.

• Natural self-starter, decisive, high energy, and can-do attitude.

• Strong organizational and project management skills.

• Demonstrates high ethical and professional standards.

• Proven ability to recruit, develop and retain staff.

• This position manages all leaders within the department and is responsible for the performance management and hiring of the employees within that department.

• Regular travel to KPI and Customer facilities as required (up to 20%).

Benefits

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Health Care Concierge Service

• 401(k) Retirement Plan (Pre-tax & Roth)

• Company paid Basic Life Insurance, Short-Term Disability & Long-Term Disability

• Voluntary Life & AD&D Insurance

• Voluntary Accident, Critical Illness & Hospital Indemnity Insurance

• Pet Insurance

• Milk Stork Program

• Wellness Program with gift card redemption and wellness challenges

• Paid Time Off (Vacation, Sick & 10 Holidays)

• Training & Development
  
  KPI Solutions provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.