Director of Aftersales & Service

The primary role of the Director of Aftersales & Service is to create the strategy around AMs aftersales product claims and warranty claim field service.This position will have direct reports.This strategic role will develop long term planning oriented towards customer satisfaction, organizational profitability, and service program development. Position will require office-based work and may require travel 10%Oversee Initial quality and warranty claims management for manufactured windows and siding productsDevelops a go to market strategy for aftersales service, claims and claims customer supportMaintains industry leading customer satisfaction, guided through metrics and direct market feedbackCreates and submits monthly KPI reports to VP CXInterfaces with Quality, and Customer Service to leverage existing support and field service infrastructureInterfaces directly with customers on a proactive basisPrepares presentations and customer facing materialsDevelops and delivers in-house training for employees regarding the service procedures, the company’s policies, and proceduresDevelops programs to improve technical and customer service skills of staffLiaise with the sales team, quality, and engineeringManages large project claimsDesign’s strategies and ensures that all day-to-day services have been controlled and that all clients’ needs have been tackled successfullyMakes recommendations and designs policies and rules that will reduce cost and improve the efficiency of servicesActively involved in the hiring and training of the new employees and will schedule training sessions accordinglyIdentifies and resolves employee concerns/complaintsDemonstrates outstanding customer service through maintenance of high quality and integrity at work environmentManages escalated customer complaintsMotivates staff members to deliver excellent services to clientsCreates and manages department budgetAbility to clearly articulate messages to a variety of audiencesFlexibility, adaptability, and comfort with ambiguityTenacity and resilienceSkilled at influencing, prioritizing, and setting expectations to move toward a common goalExcellent communication and presentation skillsCollaborative and thrives working cross-functionally; team player willing to “roll up their sleeves” to drive initiativesAnalyzes the data to pinpoint problem areas and provides solutionsOther duties may apply#LI-KS1