Manager of Customer Experiences

The Manager of Customer Experiences leads the effort to provide world class service, engineering and technical excellence to our customers.JOB RESPONSIBILITIESNurtures "Brand Ambassadors" for the DoALL family of products.Develops and maintains effective Engineering and Service Teams (mechanical, electrical and manufacturing engineering; technical phone support, remote service technicians, scheduling and customer service representatives) to ensure internal and external customer experience.Shows consistent service revenue growth through program development, implementation and oversight.Ensures that the engineering and service teams are delivering consistent, best-in-class service throughout the company.Coordinate projects, making detailed plans to accomplish goals and directing the integration of technical activities.Evaluate international opportunities to broaden product offerings.Manages through the use of visible metrics and KPI's.Develops relationships with customers, providing timely communications regarding job status, progress towards objectives and completion plans.Drives customer retention through service quality, response time, call completion and repair costs. Recommends cost savings opportunities to customers.Creates departmental goals and budgets. Measures and assures achievement of company objectives.A member of the management team, contributing ideas and solutions that support the business, satisfy customers and maximize our return on investment.Recruits and mentors employees, providing training, coaching and leadership to the team.Manages customer retention, work-in-progress and pending service work.Creates and maintains a supportive, productive and positive work environment.WORK EXPERIENCE AND EDUCATIONProven track record of understanding customer expectations and delivering best-in-class solutionsBachelor's degree in engineering, related area or equivalent combination of education and experience.In-depth knowledge and 5+ years of related experience in the machinery industry.Minimum 3+ years of management experience.Ability to develop, lead and motivate a dynamic team.Excellent project management skills.Must possess excellent technical competencies to support solving complex issues simultaneously.Strong verbal and written communication skills are required.Time management, organization and prioritization are paramount to success in this position.KEY ATTRIBUTESCustomer FocusedGrowth OrientedSystematic, Process Intensive MentalityStrategic ThinkerLives Core ValuesEqual Opportunity Employer. Candidates are subject to reference checks, background checks and a post-offer drug screen.