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Director, After Sales Support
Location:
Conyers, GA
Description:
Our Story: Dover Food Retail (DFR) is a leading manufacturer of Display Cases, Specialty Products, Refrigeration Systems, Power Systems and Comprehensive Services; and leading our industry by Innovating What's Next in glass doors and intelligent merchandising technologies that keep food safe under brands such as HillPhoenix and Anthony. DFR is part of the Climate and Sustainability Technologies segment of the Dover Corporation(R) (NYSE: DOV). Dover is a diversified global manufacturer with annual revenues in excess of 7 billion. DFR is built on creativity and customer:centric innovation delivered by people invigorated by a strong sense of responsibility to help our customers win in their marketplaces. The relationships we build with our customers are as important to our success as the products we manufacture. This collaborative environment delivers FRESH THINKING, reassuring our customers that they choose the best when they choose to work with the people of Dover Food Retail. Job Title: Director, After Sales Support Location: Conyers, GAor Richmond, VA (possible remote) What we're looking for: We are looking for an experienced leader to manage our After:Sales Support team and build the right strategy to consistently deliver the best Customer Experience. This leader will be responsible for building and managing a team of industry experts, analysts and field support specialists to ensure that our delivered products and service meet and/or exceed the expectations of our customers. This leader will be responsible for setting processes for analysis and diagnosing escalated issues. This critical role will act as the key owner that keeps our organization providing the very best service and technical support in our industry What you'll be responsible for in this role: Providing Expert Remote Technical Support for Delivered Product :Responsible for developing processes, tools, and service:level agreements for remote technical support for Customers and internal stakeholders:Creating and driving adherence to internal metrics to ensure we are meeting Customer expectations and implement Daily Management to ensure urgency and focus:Implementing appropriate technology (where applicable and/or desirable from Customer view) to streamline Customer Experience:Partner with HR team to create an apprenticeship program to build a pipeline of future talent Delivering Quick and Complete Field Service Diagnoses and Resolution :Designing, executing, and training team on appropriate protocols for dispatching field service while driving clear rules of engagement internally :Designing, executing, and training team on playbook for field program roll:outs:Defining metrics and hold team managers accountable with ways to measure field service efficacy with 'first:dispatch' resolution being the primary focus:Developing robust feedback loop to ensure systemic issues are being captured and communicated timely back to appropriate internal party for root cause identification and effective countermeasures Administration of Warranty Process, Analysis and Communications :Defining, executing, and training team of robust warranty processes and policies to drive root cause accountability:Developing warranty part return criteria and analysis framework for warranty team:Establishing service:level agreements to align with Customer expectations:Resolving escalated issues when Customer Experience may be adversely affected Providing Internal Service Subject Matter Expertise to Cross Functional Initiatives stylemargin:bottom:11.0px::Defining, executing and training team of service experts across our core product businesses that support field service activities as well as internal cross:functional efforts on quality improvement, new product development, productivity impr
Posted:
May 16 on Tip Top Job
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More About this Listing: Director, After Sales Support
Director, After Sales Support is a Executive Director Job located in Conyers GA. Find other listings like Director, After Sales Support by searching Oodle for Executive Director Jobs.
Director, After Sales Support is a Executive Director Job located in Conyers GA. Find other listings like Director, After Sales Support by searching Oodle for Executive Director Jobs.