Director of Customer Service Operations

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The Director of Customer Service Operations oversees the growth and application of a company's customer initiatives. The ideal candidate will possess a deep understanding of customer engagement, satisfaction, & retention, & will be responsible for driving exceptional customer experiences throughout our organization. Responsible for providing the highest quality, most responsive customer-driven technical service, & support, thereby advancing Viking Masek's position in the packaging industry. Direct & coordinate customer service teams and the following activities including but not limited to installations, parts, service, maintenance, & repair machines. Ensure service calls & installation protocols are understood & enacted appropriately by all customer-related teams. (Service & Parts)

Job Duties & Responsibilities:

• Develop & implement a customer excellence strategy that aligns with the company's overall objectives & enhances customer satisfaction.
• Builds, develops & manages field service & parts teams capable of carrying out the company's operational plan
• understanding customer needs, improving customer journeys, and ensuring consistent brand experiences.
• Drives profitable service & parts revenue
• Maintains technical knowledge & understanding of regulations, industry trends, current practices & new technology
• Establishes & maintains an effective system of communication throughout the team as well as the entire company
• Helps bond relationships with field service techs and internal teams
• Responsible for performance management, employee relations, engagement & culture building for service & parts teams
• A senior-level technical advisor to the field service, parts team & other business areas throughout the company
• Meets with or calls team members regularly to discuss, convey & document schedules, customer specs & deliverables required for the project - including post results
• Ensures the parts department is servicing urgent requests to keep customers running, meeting On-Time Deliveries & customer satisfaction
• Ensures all field service projects are completed within budget/deadlines to meet customers' needs
• Customer Feedback Analysis: Gather and analyze customer feedback and data to derive actionable insights
• Develop and execute strategies for managing customer escalations & challenging situations, maintaining a customer-first approach.
• Travel to check in on customers, system installations, coach, mentor & assist field service staff

Desired Skillsets:

• Bachelor's degree
• 5+ years of managerial experience
• 3-5 years' experience managing Field Service Technicians in a Manager or Supervisory role required
• Strong organizational & proven leadership skills
• Excellent customer service skills
• High technical & mechanical aptitude
• Prior packaging equipment experience preferred
• Ability to work in a team environment & professionally handle confidential matters while leading & influencing others to accomplish operational objectives
• Proficient in Microsoft Office, (Excel, MS Word)
• Able to travel 25% as needed

Other Misc.

• Attend tradeshows, when necessary, from a Technical resource
• Continuous improvement & industry training upkeep

Expectation:

Learn, embrace & maintain Core Values: Entrepreneurial Thinking, Driven & Passionate, Innovative, Win

Standards:

• Professionalism, Optimism, Realism