Director, Customer Service and Support
Stored Energy Systems (SENS) is an award-winning manufacturer of premium quality power conversion products located in Longmont, CO. In business for over 50 years, SENS is the market leader with a proven track record of providing highly reliable battery chargers, DC power systems, and related products to industrial markets. For more information on our company please see our website at www.sens-usa.com.
Position Summary:
Stored Energy Systems is seeking a dynamic and experienced Customer Service Leader to grow and lead the customer service team. This pivotal role involves designing and implementing customer service processes that align with organizational goals, improving customer satisfaction, and developing a robust support infrastructure.
Key Responsibilities:
Team Building and Leadership
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Workforce Planning: Hire, onboard, and train a high-performing customer service team.
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Mentor and Develop: Provide leadership, guidance, and professional development to team members.
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Performance Management: Set clear performance metrics, conduct regular reviews, and provide constructive feedback.
Process Design and Implementation
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Develop Processes: Design and implement efficient customer service processes that align with industry best practices.
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Implement Systems: Develop within current CRM a ticketing system to track customer interactions and resolve issues effectively.
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Create Documentation: Develop comprehensive customer service policies, procedures, and training manuals.
Customer Interaction and Support
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Issue Resolution: Oversee the resolution of complex customer inquiries and complaints, ensuring a high level of satisfaction.
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Feedback Management: Collect and analyze customer feedback to drive continuous improvement in service delivery.
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Communication: Establish clear communication channels between customer service, production, and logistics to ensure seamless service.
Strategic Planning and Continuous Improvement
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Set Objectives: Define and implement strategic goals for the customer service team aligned with overall company objectives.
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Monitor Performance: Utilize KPIs and metrics to monitor and report on team performance and customer satisfaction.
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Drive Innovation: Identify opportunities for process improvements and technological advancements to enhance customer service efficiency.
Cross-Functional Collaboration
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Coordinate with Departments: Work closely with Production, Logistics, Quality control, and Sales to ensure customer requirements are met.
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Support Sales: Assist the sales team in managing customer relationships and addressing technical inquiries.
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Inform Engineering: Alert the engineering team of trends, excessive failure rates, and new types of failures.
Reporting and Analytics
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Analyze Data: Generate and analyze reports on customer service metrics, trends, and performance.
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Report to Management: Present findings and recommendations to senior management for strategic decision-making.
Qualifications:
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Experience: Extensive experience (7-10 years) in leading customer service teams, ideally within a technology environment focused on hardware, software, and/or firmware.
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Education: Bachelor’s degree in Engineering, Science or Business Management, or a related field; advanced degree preferred.
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Skills: Strong leadership, communication, and interpersonal skills; expertise in CRM systems and customer service software.
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Problem-Solving: Proven ability to handle complex customer issues and drive resolution.
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Analytical: Ability to analyze performance data and implement improvements.
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Technical Acumen: Experience with power electronics hardware employing firmware, software and data communications is a plus, as is experience in a manufacturing environment.
Base Compensation: $140,000 to $173,000 is the projected annual rate for this role depending on the candidate’s overall qualifications and experience. You may also be eligible to receive bonus and benefits.
Location: This is a majority on-site position at SENS offices in Longmont, CO with travel to our Pennsylvania office and customer sites (aprox. 20% travel).
We offer a motivating total compensation package, inclusive of our Bonus Incentive Program and generous paid time off, holidays, medical, dental, vision, short-term disability programs, life insurance, and a 401k matching program.
We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply.
SENS is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at SENS are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics