Director - Customer Support - EV Group - Phoenix

Job description
This position directs the activities of Regional Field Service Supervisors to ensure equipment is installed
or repaired in a timely manner and all operational issues are resolved. Directs and oversees all aspects
of EVG’s Customer Support policies, objectives, and initiatives. Familiar with a variety of the industry’s
most current concepts, practices, and procedures. Relies on extensive experience and judgment to plan
and accomplish goals.


Primary Responsibilities:
1. Manage the day-to-day operations of an engineering team, to include escalation resolution,
quality assessment, project management and employee development planning
2. Provides leadership, establishing clearly defined goals and objectives with team, through team
meetings and performance planning ensuring the whole team has a shared clear direction
3. Establish strategic goals and support results through best practice leadership and management
principles
4. Oversees, directs and advises Regional Field Service Supervisors on routine and non-routine
support and escalation functions
5. Resolves customer support issues with speed and quality and maintains strong customer
relationships
6. Ability to think, plan and implement strategic tactics over a three to nine month time span
7. Directs the team in the creation and monitoring of key process improvement measurements
8. Oversees customer issues and ensures effective and long-term problem resolution
9. Create and sell service and maintenance contracts, extended warranty contracts and inhouse/
on-site operation and maintenance training
10. Directs the activities of Customer Support Administrator
11. Direct the activities of Customer Support Coordinator to control and monitor inventory
usage and ensure parts are provided to customers and headquarters in a timely manner

Additional Responsibilities:

12. Respond and resolve conflicts with customers, direct employees and vendors when necessary
13. Assist sales and technology personnel with follow-up on process steps from installation to final
equipment acceptance
14. Manages department budget
15. Challenges team members in providing exceptional support to both external and internal
customers
16. Anticipates potential problems and develops plans to prevent crisis from occurring

Desired Skills and Experience
Requirements:
To perform this job successfully, individual must be able to perform each of the primary responsibilities
satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability level
required.

1. Bachelor’s degree, preferably in engineering or at least 10 years of leading a customer support
team
2. Excellent negotiation skills
3. Ability to use tact and diplomacy in difficult situations
4. Working knowledge of concepts, purpose and use of EVG equipment or similar equipment
5. Computer proficiency
6. Excellent oral and written communication skills

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