Director of Customer Service

Job Title: Director, Customer Service
Department:Sales
Reports To: Vice-President, Customer Service & Applications
Location:San Fernando Valley, California

General Purpose of the Position: Primarily responsible for building and maintaining an organization that is capable of aggressive growth and provides the highest quality of customer service for all company customers by utilizing excellent, in-depth knowledge of company products and service programs.

Essential Duties and Responsibilities:

•Develops and implements strategic business plans for company’s service offerings to ensure that they are competitive and responsive to the diverse global end user customer base and business partners.
•Evaluates, hires, trains and mentors a team to become the premier customer service organization in the industry.
•Provides innovative, dynamic leadership based on experience and proven successful implementation of a similar customer service in a competitive.
•Evaluates, hires and overseas development and training of customer service and technical service staff, and ensures the availability and utilization of appropriate support tools.
•Utilizes state of the art techniques and methods in the Call Center. Instills and encourages a customer facing approach to all responses for assistance in a timely, accurate and professional manner.
•Establishes a well-conceived approach to technical support, including internal and external support operations at the field, engineering and information support level.
•Ensures the utilization of appropriate support tools, including phone systems, warranty support systems, spares provision and parts agreements with major suppliers.
•Improves and maintains a world-class documentation operation for customers and business partners, for installation, instruction and commissioning.
•Performs administrative and financial functions, including budget preparation, expenditure approvals, review of technical reports for new products, and report writing.
REQUIREMENTS
Skills and Abilities Required:

•Works collectively and creatively with staff with strong interpersonal skills.

•Evidence of the ability to work in a fast paced, dynamic, entrepreneurial environment where growth and professionalism will be achieved largely through creativity, high integrity, reasoned and thoughtful judgment, sense of urgency, a balance between strategic and tactical skills and a willingness to “roll up the sleeves.”
•Ambitious and goal oriented. Ability to organize workload and ability to multi-task while maintaining focus and organization.
•Exhibit outstanding verbal communication skills on an individual and group basis excellent writing skills, negotiating skills, financial acumen, and executive demeanor.
•Strong business acumen; ability to think strategically and deliver tactically.
•Proven analytical and problem solving abilities.
•Demonstrates reasoned and deliberate thought processes with analytical skills and a strongly developed intuitive sense.
•Capable of making tough decisions and acting on them as appropriate.
•Ability to travel as required, usually domestically, but may require some international travel.
•Know call center operations and demonstrate the ability to measure customer care from a quality and cost effectiveness perspective.
•Demonstrate knowledge and skill in use of a contemporary ERP system and familiarity with SAP desirable.

Education and Experience Required:

•Bachelor's degree in technical field
•Minimum of 10 years of “capital equipment” customer service hands on experience with at least 5 years of management experience. Experience in energy/power generation industry is a plus.
•In-depth knowledge of field support, call center, spare parts warehousing, and service contracts.
•Experience in HVAC design of commercial and light industrial applications with absorption chillers or power generation systems is desirable.