Group Leader Customer Service

  • Location
    Sarasota, Florida
  • Job type
    Direct Hire
  • Category
    Engineering - Electronic

GROUP LEADER, CUSTOMER SERVICES

POSITION & REQUIREMENTS SUMMARY:

We are looking for a Group Leader, Customer Services dedicated to high performance, personal excellence and a strong work ethic, who shares our passion for transforming medical education and patient safety.

The primary purpose of this position is to lead and manage the North America customer service personnel (technical and non-technical) who perform remote troubleshooting and support for our clients.

Take ownership of technical issues and drive to successful resolution with high customer satisfaction.

Manage technical and business escalations and work with our engineering group to resolve complex issues.

Establish guidelines and define standards for on-site technical support. Track service requests from initiation to completion and monitoring staff performance to ensure guidelines are met consistently

Report trends and product defects to development for reducing future service calls.

Ensure that adequate records and systems are maintained, schedules are met, and problems are resolved. Ensure full compliance with customer service agreements.

Create a superior customer experience, quality, process improvement, and employee engagement.

Serve as the customer point of contact for all issues that require special attention or escalation.

Resolves or escalates critical requests as appropriate.

Ensure that the skill set of the assigned personnel meets the needs of the client organization.

Manage talent management programs to compensate, coach, assess and train personnel.

Maintain the highest standards of integrity and respect for co-workers and customers.

Contributes to the company’s objectives by building and maintaining a high-performance organization to effectively achieve business objectives and to maximize growth opportunities and optimize profits.

The ideal candidate must be familiar with a variety of the customer service's concepts, practices, and procedures. Possess a high degree of business, effective experience managing and leading personnel and personal integrity. Demonstrate technical knowledge of the audiovisual platforms or industry equivalent products. Proficient at developing a positive customer service experience and represent well the reputation and brand of.

Reporting to our Director of the Audio-Visual Solutions, , this position is based in Sarasota Florida.


CORE FUNCTIONS:


Provide leadership and support for the Customer Support Engineers and Client Service Representatives and direct their work.
Manage relationships with other staff functions to ensure appropriate resources are available and focused to support Customer Services objectives.
Provide technical expertise/credibility to sales and sales support teams on Audio Visual technology
Assist sales and engineering teams as the highest-level escalation point regarding complex AV Solutions.
Direct and review customer service metrics, processes and activities and set performance goals accordingly.
Compile and interpret information regarding the nature of customer support issues and report trends to engineering and quality assurance (QA) for product revisions or enhancements.
Assist the sales team by acting as a technical resource and assisting in contract or service agreement negotiations as needed.
Support the implementation of corporate policies and procedures in a timely and professional manner.
Create and foster teamwork among employees and set work goals and standards for employees.
Initiate “Quality” calls with customers coach and support the employees.

Support talent management programs to compensate, coach, appraise and train personnel.
Support the training process to ensure that the staff continuously meets the job requirements.



EDUCATION AND EXPERIENCE REQUIREMENTS:


· Must be authorized to work in US.
College or Bachelor’s degree in Computer Science, Information Technology, or equivalent combination of experience and studies.
Minimum five years of technical experience in Healthcare simulation or medical device or capital equipment experience, or in a similarly sized organization working independently with customers. .
Minimum three years of leadership experience managing Customer Service engineers.



SKILLS AND APTITUDES:


· Aptitude to lead, engage and manage a diverse Customer Service team.
· Aptitude to develop and coach team members.
· Possess a positive attitude and view challenges as opportunities to improve company processes.
· Ability to build positive working relationships, both internally and externally.
· Possess a high degree of business and personal integrity.
· Familiar with a variety of the Customer Service's concepts, practices, and procedures.
· Demonstrate technical knowledge of the audiovisual products or industry equivalent products.
· Stay current in term of technical and functional knowledge.
· Proven business analysis and judgment with the ability to proactively manage customers and contribute to the growth of the company.
·
· Demonstrated capabilities for conflict resolution.
· Aptitude to recruit and retain a high performance Customer service team, through ongoing motivation and leadership.
· Proficiency in business-related computer skills, including Microsoft Office Suite.
· Possess proven organizational agility and time management skills.
· Professional, customer oriented and exhibit exceptional communication skills.



DESIRED QUALIFICATIONS:


Formal leadership training.
Successful past management and coaching team of Customer Service Engineers.



GENERAL:


· Perform all duties in compliance with legal and ethical standards.
· Maintain security of all proprietary information.
· Perform other duties as assigned or as necessity dictates.



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Reference number US_EN_2_028296_135712