RESPONSIBILITIES:
- Foster a culture of safety with customers, partners, and employees
- Collaborate with internal and external resources to develop and execute a Technical Service roadmap for large product platform detailing objectives, strategies, and measurable goals; set the long-term vision for Technical Service team by analyzing the current state, assessing opportunities for improvement, and innovating to optimize the customer experience
- Work with stakeholders to understand which services and processes result in customers’ long-term success
- Develop and implement best practices for customer response time, continuous customer engagement, and customer support
- Maximize the revenue opportunities through geographical growth, expansion of services, customer engagement, and execution of campaigns
- Ensure consistent, efficient and cost-effective delivery of services to customers worldwide while identifying gaps and proactively resolving discrepancies
- Conduct regular diagnostic of each service partner to assess performance and identify opportunities for improvement
- Ensure customer satisfaction reviews are conducted and communicate customer feedback to internal stakeholders to increase product value, product usage, product improvements, and improve competitive position
- Manage customer facing Product Life Cycle strategy including Product Obsolescence and Model Changes
- Ensure routine Customer Service Training is conducted with customers, partners, and employees as applicable
- Monitor and report on Key Performance Indicators associated with Technical Service group
- Participate in the development of methods, techniques and evaluation criteria for products, programs, and people
- Ensure budgets and schedules meet business requirements