Compensation: $90,000 – $130,000 Per Year
Full Benefits: Yes
Relocation Expenses: Yes
Interview Expenses: Unspecified
Location: Waterloo, IA
Job Type: Direct Hire
Remote: No Remote
Total Openings: 1
Years Of Experience: 5 years

Job Description

Job Summary of the Customer Service Director: The Customer Service Director is a valued member of the
extended leadership team. This job will primarily be responsible for maintaining effective customer service in
parts, service, and warranty for customers by utilizing excellent, in-depth knowledge of company products and
programs as well as working with team members within the Engineering, Operations, Supply Chain, Quality,
and Sales departments.
Job Duties & Responsibilities of the Customer Service Director:

• Overall leader and process manager for customer service team, which includes Parts, Service, and warranty
  functions.
• Ensure friendly customer service for all incoming ‘parts calls’.
• Establish and maintain business logic for the pricing of parts and service for this revenue stream.
• Lead, manage, and communicate the scheduling of parts, service, and warranty work through the operation.
• Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and
  settling of complaints and claims; following up with customers; and personally resolving difficult situations.
• Lead, manage, and oversee the warranty process; resolve warranty claims by approving or denying based on
  warranty policy definition and incoming documentation; calculating benefit due; initiating payment or
  composing denial letter. Maintain warranty claims per sales dollar budget.
• Monitor programs and procedures to ensure on-time delivery, customer satisfaction, and sales attainment by
  registering customer service/warranty calls; tracking response time to resolution, compiling warranty and
  financial data; tracking service level agreements.
• Generate quotes and register warranties within established procedures.
• Generate reports for the purpose of identifying customer service and warranty issues by collecting,
  analyzing, and summarizing information and trends, recommending changes for cost reduction and operational
  efficiencies.
• Maintains inter- and intradepartmental workflow.
  
  Education & Experience Requirements of the Customer Service Director:
• Bachelor’s degree or equivalent experience.
• 5+ years Customer Service, Technical Sales, or Manufacturing Sales experience, or more.
• Experience working in warranty for the heavy equipment industry would be desirable.
• Demonstrated ability to lead people and get results through others.
• Pricing experience is required.
• Assist with continuous process improvement by leading and participating in projects such as lean, 5-S and
  Kaizen.
• Perform any other tasks assigned to support and improve the overall operations.
• Responsible for directing, delegating, supervising, organizing, and planning.
• An ability to think ahead and plan.
• The ability to organize and manage multiple priorities.
• Customer service systems development and deployment experience.
• Problem analysis and problem resolution at a functional level.
• Responsible for employee training and development.
• Strong customer orientation.
• Excellent interpersonal and communication skills.
• Strong computer proficiency