Director - Customer Service & Support - Universal Audio - San Francisco

Job description
Universal Audio is one of the most respected names in professional audio and music recording products, with a 50-year legacy of traditional hand-built analog studio equipment, and the industry-standard DSP hardware/software platform. As Director of Service & Support, you will develop policies, programs and procedures to ensure channel partner and customer satisfaction. In-depth knowledge of professional audio / music recording technology and production is a must.

RESPONSIBILITIES

Manage Service &Support: Develop and implement procedures pertinent to the effective and efficient operation of the Customer Support & Repair Departments

Monitor Results: Monitor programs and procedures to ensure on-time service and customer satisfaction, with a goal of highest possible NPS.

Train: Set performance standards to meet the service goals of company. Coach the Customer Support team in order to achieve highest performance. Structure the transfer of information from Product Management and Marketing departments to establish a training agenda for department members.

Scale The Operation: Establish authorized service centers by setting guidelines, standard repair fees, up-to-date service docs, and logistics for parts and spares.

Close The Loop: Provide feedback to the Engineering and QA departments regarding customer concerns or service failures. Provide feedback to Operations team to ensure all customersand channel partners have accurate and timely information on RMA status.

Best Practices: Work continually towards departmental development, in order to stay current on customer service and repair best practices.

UA’s Director of Service & Support must oversee customer satisfaction as well as channel partner repair issues, and ensure effective and long-term problem resolution.

Desired Skills and Experience
5+ years of customer support management experience within the pro audio industry.
5+ years of hardware repair and service management experience.
Strong customer orientation.
Customer service systems development and deployment.
A demonstrated ability to lead people and get results through others.
Excellent interpersonal and communication skills, with strength as a negotiator.
Employee training and personnel development experience.
The ability to organize and manage multiple priorities.
Deep understanding of professional audio/music recording and production
Strong player on high performance team.

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