- Lead a cross-functional service team of professionals including RPSMs, LCMs, Field Techs, and Service Facilities to resolve 90% of customer issues without escalation.
- Conduct regular face-to-face, phone, and email meetings with customers.
- Execute warranty obligations and identify non-warranty commercial opportunities.
- Monitor and adjust manpower plans based on customer workload and future bids.
- Develop, create, and distribute customer scorecards and metrics using iWarranty.
- Provide direct oversight, support, and well-being management for RPSMs, LCMs, and facility management.
- Participate in new bid submissions to ensure correct pricing and alignment.
- Maintain communication with internal production, quality, and sales groups to ensure alignment on customer concerns.
Analytical SkillsCustomer serviceMS Office