SNI Technology is currently seeking a Director of Service and Customer Support for our client in the Central Florida Area. The role requires a strategic leader with experience in service operations, a customer-centric mindset, and strong technical expertise in photonics. Our client has been in business for over 60 years with offices in three states and is a leader in their field.
Essential Duties and Responsibilities
Leadership & Strategy:
Develop and execute service strategies to enhance customer satisfaction and loyalty.
Lead and mentor a multidisciplinary team of service engineers and support staff.
Collaborate with senior leadership to align customer support initiatives with company goals.
Operational Excellence:
Manage all post-sales service operations, including technical support, installation, repairs, and preventive maintenance.
Establish performance metrics, monitor service quality, and implement process improvements.
Ensure compliance with industry standards and company policies.
Customer Relationship Management:
Act as the primary escalation point for high-impact customer concerns.
Build and maintain strong relationships with key clients and partners.
Develop and implement training programs to ensure the support team is knowledgeable about the companies products and customer needs.
Technical Expertise:
Oversee troubleshooting and resolution of complex technical issues.
Stay updated on industry advancements and recommend upgrades to improve service offerings.
Provide input on product development based on customer feedback.
Budgeting & Reporting:
Prepare and manage the departmental budget.
Generate detailed reports on service performance, customer satisfaction, and team productivity.
Other duties as assigned.
QUALIFICATIONS:
CRM or ERP experience required.
Electronics or Laser Experience preferred
EDUCATION:
Bachelor's degree in Photonics, Optical Engineering, Electrical Engineering, Mechanical Engineering, or a related field.
CERTIFICATES, LICENSES, REGISTRATIONS:
Valid Drivers License and clean MVR record & BCI record.