We have an exciting new opportunity for a Global Customer Operations Director, to develop a sustainable, global business model for customer support that delivers high levels of satisfaction to customers, enhancing the reputation of the company while delivering break-even or modest profitability in service operations

Key strategic focuses include:
Leverage field resources and office resources into a sustainably interchangeable workforce capable of delivering support services in a lean and efficient profile.

Create a culture of customer delight that fits within the capabilities and constraints of the organization and its financial structure.

Build a communications and delivery infrastructure to support and track customer problems, repairs, and loan and demo inventory.

Rationalize the support business model in terms of our distribution partners, creating opportunities for dealers and distributors to provide value-add to their customers to a standard of reliability consistent with the company’s expectations.

Develop extended warranty process to help build database of end users and products and allow us to contact end users directly

Prepare the support team for a transition from an exclusively hardware-based suite of products to a more software-centric solution mix.

Explore potential business cases for rental and special projects fulfillment

Bring previously outsourced services back in house wherever possible with the intention of re-engaging company culture to embrace a deeper accountability and understanding for our products.

Implement Service repair management process ,including software solution

Ensure global spares price lists; develop a stock holding policy, discount structure and processes in place to facilitate authorized channels ordering.

Develop policies to define the support of obsolete products (how long we continue to provide spares and repair for obsolete product, and process in place to communicate to customer base and channel)

Develop spares holding process to support repair of product after obsolescence and through repair period

Develop training venues for internal staff, distributors, and customers.

Additional responsibilities:
Create strong partnerships with worldwide dealers and distributors to meet customer needs

Personally deal with major support contract issues involving large-scale customer requirements

Implement CRM and ensure full utilization throughout customer operations.

Implement an efficient phone coverage roster to ensure timely responsiveness to incoming calls.

Review and improve systems for tracking loan, demo, and repair stock.

Coordinate closely with sales to support pre-sales activities of Application Engineers and to provide structure and guidance to dealers and distributors.

Work cooperatively with manufacturing operations to control inventory and improve procedures.

Feedback product quality input to engineering and quality management to support ongoing improvements in product reliability and customer experiences.

We are looking for candidates with experience in broadcast technologies or enterprise computer systems solutions, supporting high end clients, and with proven success in developing policies and infrastructure. Candidates must have experience of managing overseas location able to lead, build and develop strong cohesive customer focused team. An innovative thinker, you will have a strong business acumen and significant experience of industry standard fully integrated ERP systems.

Benefits
We offer a full benefit packet including medical, dental, vision, short and long term disability insurance, life insurance and a matching 401K plan.