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Customer Service Director
2 months ago
Camlin Group is a global technology leader that operates with a 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.
Our Team
We believe in high-quality engineering and design, allowing us to develop market-leading products and services. Our 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.
- 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.
- 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 prioritization 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.
Requirements
- 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.
- People management and development experience.
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. 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.
