What you’ll get to do:

• Manage customer interactions and communication, ensuring confidence in products and partnering with Launch and Sales teams to meet product, warranty, and service expectations for long-term efficiency and profitability.
• Oversee the parts and service department, including KPIs, RMA management, service P&L, parts inventory, and service software, while reviewing service contracts and monitoring trends for continuous improvement.
• Monitor and analyze customer satisfaction through KPIs, develop customer service policies, and provide data to engineering for product enhancement.
• Manage and develop the Field Service Engineers, ensuring they are trained to service standards and ticketing requirements.
• Lead the development and implementation of a nationwide service strategy for OEM and retail customer service at regional centers.
• Collaborate with the marketing team to enhance user satisfaction, efficiency, and ease-of-use in digital platforms, including apps, websites, and social media.
• Develop training materials for installers and collaborate with HR to create internal and external training programs.

What will make you successful:

• 3+ years’ experience in customer service, support, or sales.
• Bachelor of Science in Engineering (or related field) preferred, but not required.
• Experience leading and managing high-performance teams.
• In-depth knowledge of customer service principles and practices required.
• Knowledge of customer service software, databases, and CRM tools required.
• Experience in use of social media platforms required.
• Outstanding interpersonal/relational skills required.
• Excellent organization and time management skills required.
• Proficient in MS Office Suite required.