Director, Global Customer Service at AMETEK in Chelmsford, MA
Position Description:
The Director, Global Customer Service, manages a global organization across functional areas including Field Service, Training and Customer Support, Depot Repair, Aftermarket parts and consumables. The incumbent will be a key member of the leadership team and will ensure a consistently excellent delivery of service to our global customer base. Essential Duties &
Responsibilities:
o Foster and promote a customer-centric support culture that goes above and beyond customer expectations. o Define the customer facing support experience aligned with company priorities. o Capture and execute on quality repeatable and profitable service revenue growth. o Work with the product management team to establish new high value services. o Develop a proactive commercial approach to growing parts, services & consumables revenue to support growth objectives. o Collaborate with leaders across the Group to identify areas of improvement. o Define processes, systems, and tools that continuously drive scale and improved performance. o Report key metrics, assess areas for improvement and take appropriate actions to continue to enhance the customer service capability. o Manage goals, processes, and business KPIs to align performance of the global team to business outcomes. Position Requirements:
o Bachelor's degree required, preferably in business or related field. o 7-10 years of experience working in Customer Service and Support teams including 3 years of leading and managing experience. o Experience building, mentoring, and leading highly effective international aftermarket teams o Proven track record of transforming organizational design o Experience defining group-wide aftermarket and parts pricing strategies. o Strong technical background; expertise within a highly technical hardware/software environment ideal but not necessary o Hands-on involved executive with excellent interpersonal and communication skills o Strong organizational and project management skills. o Ability to adjust quickly to changing priorities and market conditions o Effectively manages through complexity and change. o Ability to communicate and coordinate across a whole business, not just the technical support team. o Ability to present clearly and concisely.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
The Director, Global Customer Service, manages a global organization across functional areas including Field Service, Training and Customer Support, Depot Repair, Aftermarket parts and consumables. The incumbent will be a key member of the leadership team and will ensure a consistently excellent delivery of service to our global customer base. Essential Duties &
Responsibilities:
o Foster and promote a customer-centric support culture that goes above and beyond customer expectations. o Define the customer facing support experience aligned with company priorities. o Capture and execute on quality repeatable and profitable service revenue growth. o Work with the product management team to establish new high value services. o Develop a proactive commercial approach to growing parts, services & consumables revenue to support growth objectives. o Collaborate with leaders across the Group to identify areas of improvement. o Define processes, systems, and tools that continuously drive scale and improved performance. o Report key metrics, assess areas for improvement and take appropriate actions to continue to enhance the customer service capability. o Manage goals, processes, and business KPIs to align performance of the global team to business outcomes. Position Requirements:
o Bachelor's degree required, preferably in business or related field. o 7-10 years of experience working in Customer Service and Support teams including 3 years of leading and managing experience. o Experience building, mentoring, and leading highly effective international aftermarket teams o Proven track record of transforming organizational design o Experience defining group-wide aftermarket and parts pricing strategies. o Strong technical background; expertise within a highly technical hardware/software environment ideal but not necessary o Hands-on involved executive with excellent interpersonal and communication skills o Strong organizational and project management skills. o Ability to adjust quickly to changing priorities and market conditions o Effectively manages through complexity and change. o Ability to communicate and coordinate across a whole business, not just the technical support team. o Ability to present clearly and concisely.
Salary Range:
$150K -- $200K
Minimum Qualification
Operations ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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