Director, Technical Service

  

About the Postion

Lead the technical service and Aftersales business segment in CT to meet growth of fielded product offerings, evolving customer needs, and ensure revenue growth.

SPECIFIC RESPONSIBILITIES

  • Foster a culture of safety with customers, partners, and employees

  • Collaborate with internal and external resources to develop and execute a Technical Service and Aftersales roadmap detailing objectives, strategies, and measurable goals; set the long-term vision for Technical Service and Aftersales business segment by analyzing the current state, assessing opportunities for improvement, and innovating to optimize the customer experience

  • Develop and execute a departmental organizational roadmap towards more specialization (e.g. maintenance, problem resolution interventions, software upgrades, overhauls, cell stack replacements, geographical spread …) within the team as the business grows.

  • Work with stakeholders to understand which services and processes result in customers’ long-term success

  • Develop and implement best practices for customer response time, continuous customer engagement, and customer support

  • Maximize the revenue opportunities through geographical growth, expansion of services, customer engagement, and execution of campaigns

  • Ensure consistent, efficient and cost-effective delivery of services to customers worldwide while identifying gaps and proactively resolving discrepancies

  • Conduct regular diagnostic of each service partner to assess performance and identify opportunities for improvement

  • Ensure customer satisfaction reviews are conducted and communicate customer feedback to internal stakeholders to increase product value, product usage, product improvements, and improve competitive position

  • Manage of customer facing Product Life Cycle strategy including Product Obsolescence and Model Changes

  • Ensure routine Customer Service Training is conducted with customers, partners, and employees as applicable

  • Monitor and report on Key Performance Indicators associated with Technical Service group

  • Participates in the development of methods, techniques and evaluation criteria for products, programs, and people

  • Ensure budgets and schedules meet business requirements

QUALIFICATIONS

  • 10+ years' Experience managing a Technical Service business segment

  • Bachelors or Equivalent in Management (Technology background preferred)

  • Experience setting a vision and executing on a strategy

  • Demonstrated experience managing and motivating a staff of customer facing professionals across multiple geographic locations

  • Strong executive presence and professional image; excellent organizational, communication, and presentation skills

  • Customer focused, metrics, and data driven

  • Sense of urgency to accomplish things quickly and the ability to prioritize multiple tasks, handle heavy workloads, and deal with unforeseen circumstances

  • Results-oriented with the ability to develop collaborative relationships through strong communication, influence, and problem-solving

  • Ability to read and understand contracts and service agreements

  • Experience with an enterprise wide ERP system, Salesforce, and Service Cloud preferred

 

The above statements reflect the principal functions of the position and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Nel Hydrogen provides comprehensive health and insurance benefits for its employees as well as a stock option plan. The Company offers competitive paid vacation time, sick leave, and holidays.

The Company has a published Code of Conduct that all employees are expected to follow.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment is decided on the basis of qualifications, merit, and business need.