Mgr, Customer Svc

Summary
Experienced Technical Customer Service professional, overseeing response to complex customer inquiries or issues across all aftermarket platforms. Responsible for enhancing customer information, communications, and documentation to improve aftermarket sales and service levels.  Working with Sales, Supply Chain, and other groups as needed. Reviews and escalates issues and responds as required, establishes and maintains a good relationship with a high-profile customer. Responsible for maintaining global standards and audit programs at the customer owned depots.  Supports onsite training of the customers technical and field service staff to ensure standardization globally.


Job Description

• • Will be travelling that will include some global international to customers offices and service locations.

  • Works closely with the customer, providing information about aftermarket products or services.

  • Handles escalated and unresolved calls and issues. Addresses complaints, issues, and other complex inquiries directly with customer. Provides guidance and recommendations on how to resolve customer situations

  • Guides information gathering, analysis, and investigation and develops documentation for customer account management.

  • Anticipate, recommend, and facilitate customer service and training needs.

  • Develop materials and information with the customer to ensure smooth customer service operations.

  • Works with production, sales, shipping, warehouse, or other groups as needed to meet established service levels.

  • Promote a broad array of products/services to ensure business targets are met.

  • Provide after-sales support for client contract(s).

  • Coordinates, prioritizes and resolves issues encountered with the help of Carrier experienced teams.

  • Reviews escalated issues that will impact the business and provide recommendations for solutions.

  • Possesses strong technical/product knowledge.

  • Quality Issue Management

  • Contacts customer, collects feedback, and establishes and maintains good relationship.

  • Responds to customer complaints, carries out the customer satisfaction investigation, and establishes the appropriate improvement plan.

  • Works with global aftermarket to ensure operational achievements are met.

  • Maintains training and audit/assessment programs to ensure standardized implementation and effectiveness.

Minimum Requirements
Requires expert to mastery knowledge obtained through advanced education, combined with experience Advanced knowledge of related disciplines within work area and able to identify links and potential impact on projects, programs and systems University Degree or equivalent A minimum of 10 years prior relevant experience OR An advanced degree in a related field and a minimum of 7 years experience

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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