5 - 7 years
Posted 178 days ago
Title: Director of Global Customer Services
Reports to: Executive Vice President of Product Management & Service
Location: Totowa, New Jersey Office Location
ECI Technology, a leading global manufacturer of Chemical Analytical Management Systems for Semiconductor, PCB and other cutting-edge industries. ECI is rapidly growing, following increasing market demand by leveraging the company's superior technology meeting the highest standards for chemicals process control systems. ECI Engineering group consists of Electronic/Electrical Engineering, Mechanical Engineering and Software Engineering. ECI seeks a talented, versatile, high energy and capable engineer to join our strong team.
Accountable to maximize customer satisfaction and increase revenue of ECI's post sales business.
Work towards increasing profitability of the service department by managing the following customer programs: Preventative Maintenance, Spare Parts, Service Contracts and Product Upgrades.
Manage service team to perform high quality of services offered to ECI key customers. These services include but are not limited to: on-site and remote product service installation, testing and calibration of products and parts, product upgrades, etc.
Manage customer support to ECI customers worldwide.
Efficiently manage technical training program for worldwide internal service and process teams, customers, representatives and partners.
Assure strong continuous success of ECI subsidiaries by closely managing and supporting service and process teams worldwide.
* Manage escalation priorities and provide solutions for global customers.
Manage departmental resources in regard to scheduling customer visits, customer priorities, budget and expenses.
Collaborate with relevant departments including R&D, engineering and operations to ensure customer needs are met in a timely manner.
Develop, lead and mentor service department team members. Interview and hire new team members as needed.
Work closely with ECI Representatives supporting ECI products and spare part inventory.
Continuous review of processes and systems to ensure the voice of customers is heard and implemented into company practices.
Develop deep knowledge of ECI products, offerings and markets.
Identify product design problems from the field and assure implementation of corrections.
* Create and follow timelines for all projects and tasks.
Measure and report relevant KPI's for service department.
International and domestic travel as required.
Bachelor's Degree required; Electrical or Electronics Engineering preferred.
5+ years Customer Service related experience with technical products required.
Must possess strong interpersonal, negotiation and persuasion skills as employee interacts with executives, cross departmental managers/employees and key customers.
Must be technically savvy to monitor and report departmental activity on Salesforce, ERP, CAD and office tools.
Must be available for global customer escalation issues as needed.
Excellent listening, problem solving and implementation skills are essential.
A "can do" attitude is key to success in this role.
About the Company:
ECI Technology is the leading provider of Chemical Management Systems for Semiconductor, PV, and PCB industries. Our technologies help make possible the manufacturing of computer chips, flat panels, solar panels, printed circuit boards and more. Established in 1987, ECI now boasts thousands of satisfied customers worldwide. From R&D labs to high volume manufacturing environments, ECI's products offer the best flexibility, accuracy, and reliability, where it matters most.
ECI's strength lies in adapting to the world's most rapidly changing industries. Our lab develops new products and procedures for novel applications as (or sometimes before) they are introduced into various industries. Our unmatched experience and worldwide network of representatives enable us to be first to market and offer the most comprehensive solution for control of complex manufacturing processes.
As a result, ECI owns dozens of U.S. and international patents. Recognized both for technological innovations and business acumen, many awards adorn our walls at ECI Headquarters, located in Totowa, New Jersey, USA. These include Top 50 Fastest Growing Companies in New Jersey, NJTC Electronics Company of the Year, and Ernst & Young's Entrepreneur of the Year National Finalist, awarded to our CEO.