Overview
Serving as a lead and/or primary point of contact for customer escalations and/or complex troubleshooting.
Responsibilities
Manage a team of technical and services operation personnel and ensure it is compliant with company processes and guidelines.
Interacts with subordinates/customers to make sure schedules/technical issues/performances are resolved and achieved.
Lead regular service performance reviews with USA/Taiwan management teams.
Own program communication and drive crisp and timely decisions, as well as take on ad hoc efforts to drive service improvements to further enhance customer experience.
Lead in efforts to develop standard operating procedures and tools that improve operational efficiencies.
Service team budget and inventory control.
Qualifications
MS: BS in Electrical Engineering preferred but degree in Mechanical Engineering, Physics or equivalent will be considered.
Minimum 8+ years of combined experience in battery chargers or charging technology; preferred.
5+ years of Management experience.
Experienced with selecting and managing Manufacturer’s Representatives.
Excellent problem solving, critical thinking and multitasking skills to provide superior customer service which will include off hours communications with Asia as needed.
Travel: 30% Domestic; 10% International