is a leading electronics provider that is disrupting, reshaping, and defining the future of Additive Manufacturing systems for electronics.
We are looking for a leader that is excited to take on an array of responsibilities as the Director of Customer Care. We know that our success is not only dependent on our ability to get our Additive Manufacturing systems into the market, but on ensuring our customers can leverage their abilities to their fullest. You will be critical in this. You will utilize two strengths – customer focus and technical aptitude. You will not only execute plans, but help shape them by working along side customer sales teams and application engineers to set up an overall service model that will successfully deliver our market leading technology to market leading customers. You will have management responsibilities as we continue to build out a global customer care team to serve clients across the Americas, Europe, and Asia. You will report to the President of the company
Responsibilities:
Responsible for the overall global customer care vision, execution and strategy of the company while maintaining high standards of service to ensure customer satisfaction.
Managing global installation planning, site preparation, installation at customer’s sites, failure analysis and support, preventive maintenance.
Prioritize tasks to ensure customers receive an effective, fast, and reliable response.
Hire and train customer care employees.
Responsible for all training material preparations.
Managing customer satisfaction survey.
Define SLA and manage renewal of service agreements.
REQUIREMENTS
At least 5 years experience as customer care manager in multidisciplinary/capital equipment system.
Education: B.Sc. in Engineering or similar.
Previous experience managing groups of at least 15 employees.
High level of interpersonal communication skills, service oriented and multi culture environment experience.
Ability to travel up to 50%.
Experience with multidisciplinary, electronic products and PCB board design/manufacturing – a significant advantage.
Fluent English; additional language is a plus.