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Customer Support Manager

Company: Tritium
Location: Torrance
Posted on: November 22, 2021

Job Description:

Tritium is a Brisbane, Australia-based technology company whose mission is to offer energy freedom. We do this as a world-leading developer of electric vehicle charging infrastructure that enables the acceptance and growth of e-mobility. Tritium is a fast-growing global company with offices in Brisbane, Los Angeles and Amsterdam. Key responsibilities for this role include, but are not limited to: -- Build, develop and manage the customer support team in USA.-- Day-to-day management of Service team members from assignments and scheduling to job planning and performance review-- Work closely with our outsourced third-party customer service partners. Further develop skillsets and abilities of our partners by upskilling and adding new partners. -- Provide data analysis to assist Continuous Improvement team and Engineering team with both problem resolution and product improvement.-- Support change management and improve business processes, implementing various initiatives in a timely and efficient manner.-- Manage daily customer support operational matters including policy, process, safety and compliance items and deal with escalated matters appropriately-- Coordinate with manufacturing, production, sales, quality, and procurement for quality support by providing valuable information on quality and satisfaction-- Coordinate with Global Customer Experience and Customer Support personnel for best practices, data integration, continuous improvement, and other activities where global impact and improvement can be achieved. -- Achieve service objectives by contributing service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and service standards; resolving problems; completing audits, identifying service trends; determining system improvements; implementing change.-- Determine service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications. -- Improve the implementation of the service systems (ERP/CRM) by establishing business policies and procedures. Improve service quality results by studying, evaluating, and designing processes; establishing and communicating service metrics; monitoring and analysing results; implementing changes. -- Define and implement best practice procedures for the Americas service activities. Secure the upmost performance and efficiency of self and the team in the following areas:Business:

  • Monitor costs and risks with external parties, i.e. service costs and insurance provided by companies.
  • Respect the Tritium brand and ensure all members of your team adhere to the company core values.Safety:
    • Safety of team members and that of duty of care to the safety of third parties working on Tritium Equipment and for TritiumServices:
      • Ensuring servicing (remote, field or RMA) is conducted within service level agreement timelines, or on the most reduced timelines when no agreement is in place
      • Ensuring the commissioning is conducted within a reasonable schedule set out by customer or the Project Management team (where applicable).
      • Using data analysis, drive decisions to enhance service offering, Customer Success, Customer Preference, system and unit performance and uptime.Onboarding:
        • Ensure all new customers are adequately introduced and onboarded,Training:
          • The delivery training to customers, service agents, third parties and any team members. Accountability Be accountable and secure the team accountability for the following areas under their responsibility:Business:o Hold team members accountable for performance.o Ensure all suppliers (service companies) meet our supplier agreements.o Hold suppliers accountable for invoices that may deviate from reasonable costs.o Willing to travel extensively within USA and to work outside office hours.o Hold a "customer first" attitude. o Achieve service objectives by contributing service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and service standards; resolving problems; completing audits; identifying service trends; determining system improvements; implementing change.o Work within ISO9001 equivalent quality Standards, and any other local regulation or company regulationSafety:o Ensure all staff in your team have the appropriate statutory and product specific training to be safe working on Tritium products.o Ensure all third parties have been given product specific safety training on Tritium products.o Monitor safety performance of third parties working on Tritium equipment. Services:o Ensure the quality of service of team, and that they are adequately trained to perform the tasks under their responsibility, and that services are carried out at the agreed times with customero Audit the quality of work and the reporting by all team members to the task performed under their responsibilityo Ensure spare parts in USA are at agreed and manageable levels.o Continually build out the service network the Americas.o Ensure quality of service partners, and ensure they are adequately trained, o Safety of the team and the holding third parties accountable to safety.o Ensure all external companies meet the terms and conditions of our supplier agreements. o Holding external parties accountable for any deviation from supplier agreement, or flag a breach with the Vice President of Operations.o Develop and implement the RMA process for the companyOnboarding:o Implementing the onboarding process set out by Tritium Head Quarters for new customers and respective changes to current customers. This may extend to customers integrations with backend providers. Training:o Training will need to be conducted at regular intervals in the context of service, installation and commissioning. You will be accountable for to ensure a quality training is given and regular training records are maintained. Sometimes training, particularly installation training, may be coordinated by the Project Manager, which can be handled on a case by case basis.
            Environmental, Health & Safety requirementsIn the interest of personal safety, all employees have an obligation to:-- Comply with all safe work practices, rules, procedures and instructions with the intent of avoiding injury to themselves and others, damage to plant or equipment and environmental pollution. -- Take reasonable care for the health and safety of themselves and others.-- Wear personal protective equipment and clothing where required.-- Comply with any reasonable direction given by Management for environmental, health and safety.-- Not misuse or interfere with any environmental or health and safety equipment provided.-- Report all near misses, accidents and incidents on the job immediately.-- Report all known or observed hazards to their Supervisor or Manager immediately Qualifications-- Training in engineering equivalent to a BS degree, preferably electrical -- Relentless drive to create Customer Success -- 3+ years related experience, or equivalent combination of education and experience -- 3+ years' experience in a customer-facing technical support role-- 5+ years of demonstrated technical experience in electrical systems design/related experience -- 3 years of managing processes and people in a fast-paced environment -- Ability to work remotely as a team leader in a face paced environment Strong customer focus, safety and quality mindset -- Experienced in employee and customer training-- Excellent presentation skills, along with oral and written communication skills -- Proficiency with MS Office tools, including (PowerPoint, Excel, Word, Access)

Keywords: Tritium, Torrance , Customer Support Manager, Executive , Torrance, California

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