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Director Global Customer Support - Manufacturing (aviation/auto/heavy industrial)
NPAworldwide Recruitment Network
NPAworldwide Recruitment Network
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Job Location: Gulf Shores, Alabama - United States

Job #: 14889
Title: Director Global Customer Support - Manufacturing (aviation/auto/heavy industrial)
Job Location: Gulf Shores, Alabama - United States
Employment Type:
Salary: $105,000.00 - $130,000.00 - US Dollars - Yearly
Other Compensation: bonus relo allowance
Employer Will Recruit From: Nationwide
Relocation Paid?: Negotiable


Director Global Customer Support is responsible for overall management of inside sales and technical product support activities across business units globally in the US, Germany & China for a medium sized $200M publicly traded manufacturer of commercial engines and parts. Primary focus is on customer satisfaction and support of revenue generation through effective customer service and technical product support. Manages staff leaders of inside sales and technical product support groups to ensure established transactional and technical service levels are met or exceeded. This is an opportunity to restructure the department, drive metrics and customer satisfaction by creating synergy across processes and customer satisfaction globally.

Looking for experience in the following areas:

  • Managing direct reports in remote locations
  • Knowledge of International Logistics
  • Standardizing Processes
  • Manufacturing & Aftermarket Parts Industry exp

  • Develop and deploy inside sales and technical product support teams, policies, processes, and procedures across the entire enterprise to ensure consistent and effective customer experience in working with company.
  • Ensure customer satisfaction and support revenue generation from the perspective of customer service and technical product support.
  • Establish metrics and channels to gather customer feedback, as well as processes to track improvements.
  • Work with all organizations within organization to ensure customer requirements are understood and translated into our products and services.
  • Manage warranty adjudication process for customer support and satisfaction without undue exposure.
  • Lead inside sales and technical product support groups globally across the enterprise.
  • Manage and oversee all aspects of customer support policies, objectives, and initiatives.
  • Record, analyze, and advise concerned personnel regarding relevant production quality assurance, warranty adjudication issues, status and disposition of customer complaints and claims, etc.
  • Communicate with customers to ascertain needs, advise on services, address complaints, or negotiate contracts.
    • Analyze, forecast, and manage expenditures of the department to conform to assigned budgets.
    • Monitor staffing, training, and performance evaluations within the Product Support teams.
    • Coach, challenge, support, and monitor teammembers globally in providing exceptional support to both external and internal customers.
    • Lead regular global support meetings to ensure alignment and effective communication.

  • Bachelor`s degree (B.A.) from four-year university
  • 10 years related people management experience of inside sales and technical product support teams
  • Manufacturing industry experience (automotive, aviation, aftermarket customers a plus)
  • Knowledge of International Logistics
  • Global Customer Support experience
  • Ability to establish metrics, set up processes and tools
  • Knowledge of the following software and/or systems: MACOLA, Windows XP, PhotoShop, PowerPoint, Word, MSProject, MSExcel, Adobe

University - Bachelor`s Degree/3-4 Year Degree

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