Customer Service Director

2 weeks ago

Lisburn, United Kingdom Camlin Group Full time
Job Description

About Camlin Group

Camlin Group is a global technology leader that operates with the vision of bringing revolutionary products to life for a wide range of industries, including power and rail, and also has interests in a number of R&D projects in various scientific sectors.

We believe in high-quality engineering and design, allowing us to develop market-leading products and services. Our goal is to create value for our customers by solving difficult problems.

Customer Service Manager Role

The Customer Service Manager leads the Customer Service team in providing proactive and responsive support to our customers for the delivered products and services to ensure long-term customer satisfaction, retention, and value.

Key Responsibilities

  • Leads the department which acts as the primary point of contact, post-delivery, for all customers, globally, ensuring clear and empathetic communication to understand and address customer needs and supports.
  • Provides reactive and timely support to Customer Delivery (both Camlin field team and partners) as issues arise during or in preparation for Installation and commissioning work and is responsive to any customer queries pre-delivery.
  • Delivers against our response, diagnosis, and resolution time targets.
  • Maintains efficient systems and processes to monitor and deliver against all contractual agreements for the service of products and services, including SLAs.
  • Leads the team in providing technical support and troubleshooting assistance to customers as needed.
  • Utilises other Camlin resources efficiently and effectively where necessary to provide accurate information and assistance to Customers.
  • Manages a robust system for knowledge sharing across the team and capturing of learnings for future use.
  • Delivers a pipeline of upselling opportunities by understanding customer needs and gaps and having a service team trained to promote relevant Camlin products and services.
  • Identifies trends and issues in product performance and the prioritisation of product fixes and product developments in close collaboration with Product Management and Engineering
  • Implements, maintains, and improves the systems and processes necessary within Customer Service to support the Customer Performance function with the achievement of its responsibilities.
  • Any other duties needed to help drive our Vision, fulfil our Mission, and abide by Camlin's Values.

Requirements

  • Third Level Qualification in a Relevant subject
  • Minimum of 3 years' experience within a technical support environment
  • Minimum of 3 years in Customer Service Management role in a technology company, including experience of building global customer service team with appropriate structures and processes
  • Problem-solving and analytical skills.

Desired Criteria

The following skills will be valuable but are not essential:

  • Ability to demonstrate critical thinking.
  • People management and development experience
  • Understanding of Electric utility substations and equipment or other background in the energy sector would be desired but is not essential.

Our Values

  • We work together - We know that working collaboratively will help us reach our shared goals faster, so we always look for ways to help each other.
  • We believe in people - Here at Camlin Group, our people are central to what we do and what we can achieve. And as we move towards becoming industry and customer 'partners' that's even more important. We trust our team members to do their best and be supportive.
  • We won't accept the 'way it's always been done' - Since Camlin Group's inception, we've been curious, inquisitive, and always want to improve. Thinking differently is in our DNA and we love solving tough challenges.
  • We listen to learn - Whether it's our customers, our markets, or each other, we ask questions and listen to the answers so we can learn and improve.
  • We're trying to do the right thing - We take responsibility for our actions and take decisions based on what's right for people, profit, and planet.

Equal Employment Opportunity Statement

Individuals seeking employment at Camlin Group are considered without regards to race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.

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