Back to jobsLeadership and Team Management:
Customer Satisfaction and Policies:
Strategic Focus:
General
Job Description
- Be the first point of contact to coordinate between customer service account manager and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general
- Lead a team of resident engineers across plants
- Functional responsibilities over spare part admin, remote support resources, engineers and back-office service coordinators in a matrixial organization
- Establish a customer care vision aligned with business objectives with upper management
- Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers
- Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
- Prioritize and plan activities with other departments to deliver maximum customer satisfactions
- Develop and implement action plans to enhance customer satisfaction
- Ensure consistent and efficient coordination across departments to ensure efficiency in customer service issue resolutions
- Take ownership of customer issues and follow problems (technical, system management, client behavior, safety, communications but not limited to) through to resolution working with Customer Service Account Manager
- Act as an internal consultant to recommend improvement initiatives to increase customer satisfactions and operation of our clients using E80 technologies
- Analyze weekly system performances and proactively put in place corrective actions if needed working with customer service account manager
- Contribute to increase customer satisfaction
- Collaborate with other departments, such as Sales and Operations, to align customer service practices with overall company goals
- Execute the customer service strategy, short- and long-term resource planning aligned with the company for specific account or region
- Management of all customer service tickets (including creation of tickets if necessary)
- Organize meetings with management and other departments to create action plans for resolving issues and implementing strategies for regions or key accounts
- Prepare and analyze customer service KPI’s for client and region managed supporting Customer Service Account Manager when necessary
- Strategic analysis of equipment and system performances to understand how to support and help E80 client in maintaining and / or improving asset and system performances