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.
PHYSICAL DEMANDS:
Ability to lift 50 lbs
TRAVEL: