Customer Service Director, Americas

Company: Kramer
Location: Clinton
Posted on: May 29, 2023

Job Description:

Who are we?Kramer is a leading player and pioneer in the audio-visual industry. Our product and solutions power creativity, collaboration, and engagement.At Kramer, we make award-winning, innovative, and reliable audio-visual hardware, software, and cloud-based solutions. We believe that technology can amplify the human experience and help people reach their potential.Enterprise companies, schools, universities, governments, and military end-users trust and rely upon our technologies in more than 100 countries across six continents worldwide.From AVSM to advanced cloud-based communication, collaboration and control solutions, Kramer creates audio visual experiences that are more engaging, more inclusive and more connected than ever before.About the roleWe are looking for an experienced, hands-on Customer Service Director to oversee the region's technical customer service operations, drive customer satisfaction, and support the business's service revenues. The ideal candidate for this role will thrive in a leadership role, be passionate about managing and solving complex customer' needs, and will have excitement around building and developing the technical customer services business.What will your job look like?- Customer Service Delivery:- Oversee the daily workflow of the technical customer service activities in the region and individual work sites to ensure customer satisfaction.- Implement a tiered CS structure, and establish performance metrics to track and continuously improve efficiency and effectiveness.- Knowledge Management:- Implement training for our partners (system integrators, and distributors) to assure they can support their customers, as well as internally for new and experienced employees.- New Product Introduction:- Lead new product introduction to the market in line with company's directives.- Identify and recommend/ acquire updates and expansions in technology, equipment, and policies that may improve customer support and retention.- Total Customer Experience:- Implement methods to record, assess, and analyze customer feedback, as well as draft, implement, and lead policies and procedures to facilitate best-in-class TCE.- Service Business - Revenue Generation:- Assist the business development of our services portfolio provide support throughout the sales process from quote to PO.Requirements:- Bachelor's and/ or Associates' degree.- At least 5 years' experience in a similar role.- Prior experience organizing a technical support/ service team.- Ability to consistently prioritize multiple, competing, high-priority task and responsibilities.- Excellent verbal and communication skills.- Strong leadership skills.A big advantage:- Global leadership/ team experience, preferred.- ProAV industry experience, preferred.6hArQmgpTr

Keywords: Kramer, Bethlehem , Customer Service Director, Americas, Executive , Clinton, Pennsylvania