Location: Hudson, MA (Flexible hours offered. Onsite weekly required.)
Job Summary:
The Director of Platform Engineering and Service is responsible for building strong customer relationships, achieving excellent customer satisfaction levels, and growth of the customer service portfolio. This role requires a high level of initiative, self-motivation, and engagement with customers and internal stakeholders, aiming for 100% customer satisfaction.
This role will be responsible for being both a strategic and tactical leader for our Platform Engineering and Service team.
Platform Engineering provides sustaining engineering for released products. This team creates data-driven results and improvements to affect delivered quality by providing engineering resolution of factory issues and field failures. Platform Engineering provides customers with permanent corrective actions which are then incorporated into product development feedback and lessons learned.
The Service team provides customers with technical product and service support. This team puts people, processes, and products in place to support customers. The Service team provides customer training, warranty support, service spares, problem identification, tracking, reporting, and escalation.
This position is responsible for leading and developing the team and continuously enhancing its performance. The successful candidate will have experience managing a team of engineers and technicians preferably in a related industry.
Responsibilities:
· Leadership & Continuous Improvement
o Champion Customer Satisfaction
o Build strong customer relationships and represent the voice of the customer
o Takes ownership of customers’ issues and follows problems through to resolution
o Handle complex and escalated customer service issues
o Use data, customer insights, and root cause analytics to address product and/or process improvements and present these to other departments and senior management
o Build Strategic Partnerships by developing relationships with and negotiating contractual agreements with external service providers to support customer programs and end-of-life service providers.
o Forecast headcount, and workload and ensure the team is staffed with skilled, passionate customer-driven team members
o Manage department financial goals, analyze variances, and initiate corrective actions
· Platform Engineering
o Provide sustaining design engineering for existing products
o Develop and maintain tools to measure and report delivered quality metrics
o Improve manufacturing yield and achieve delivered quality targets
o Improvements include changes to products and processes
o Analyze field returns to identify the root cause and corrective actions
o Complete root cause analysis and corrective actions for product and process failures
o Use documented data-driven and structured problem-solving methods
o Provide technical support for the resolution of product issues in the field
o Provide Platform Engineering input and tasks required to support new product introduction (NPI)
· Service
o Ensure customer satisfaction with product performance and field service activities
o Assign and schedule regional Service Technicians
o Prepare and approve quotations for field service activities
o Review and approve field service reports; provide complete and professional documentation to the customer
o Responsible for after-hours and emergency 24/7 customer support.
o Develop and maintain spare parts programs with cross-functional operations support
o Develop and present training programs for key customers and stakeholders to be utilized at customer sites, industry events, and new installations
· Warranty
o Manage customer Return Material Authorization (RMA) process
o Manage customer Warranty process
o Develop and implement warranty processes and tracking, including process flow diagrams and call center scripts
o Create Customer and Product Warranty documents
o Develop and implement systems and tools including Web-based, telephone, and email to collect and capture customer satisfaction data and ensure resolution and tracking of customer concerns
· Other duties as requested, directed, or assigned
· Predictable and reliable attendance
· Bachelor’s degree in business, engineering, or a related field.
· Demonstrated leadership and project management experience, including lean, six-sigma practices, and other related structured problem-solving practices.
· >10 years of experience working in customer service and >5 years of experience leading teams of skilled mechanical and electrical service technicians.
· >5 years of working with complex electro-mechanical systems required.
· Highly collaborative with a genuine passion for customer service.
· Excellent analytical, communication, and presentation skills.
· Strong interpersonal skills to work with team members on all levels of the organization.
· Highly organized and detail-oriented.
· Ability to travel approx. 25% domestically and internationally.
· Ability to work in a dynamic start-up environment where initiative and ownership is a must
· Assertive, and not afraid to share their opinion.
Looking for a great team to grow with? Make an immediate impact with? Join us! We understand that people are the greatest asset any company has. With this full time Direct Hire Opportunity, we offer a generous compensation and benefits package, along with a collaborative team and the support of a an industry leading leadership team.
