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| POSITION DESCRIPTION | NEW ZEALAND TOP EXECUTIVE MAY 2008 |
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Customer Support/Service Director |
| Position Code: | 1700 | | | |
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Responsible for
Controlling customer support activities nationally, to achieve customer service and budget objectives. |
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Reports To
Chief Executive/Managing Director. |
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Supervises
Support managers, account managers and product/customer support specialists. |
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Main Activities
Establishing national plans and strategies for developing cost effective client support.
Coordinating post sales support on a national basis.
Organising and monitoring the performance of support operations and project installation services on a national basis.
Establishing and controlling stocks of parts and service equipment.
Preparing and updating national customer service budgets, and regularly reporting on performance against targets.
Preparing support budgets and projections.
Recruiting and training product specialists.
Liaising with manufacturing/R&D in design support, product improvements and design changes.
Ensuring profitability of service and controlling costs.
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Key Skills
A strong technical background and detailed product knowledge combined with good organisational abilities. Top level skills in customer liaison and handling of product application.
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Internal Contacts
Regional sales and marketing management, operations and logistics managers, manufacturing/R&D. |
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External Contacts
Customers at all levels, prospects, distributors, parts suppliers, and sub-contractors. |
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Typical Experience
A least 12 years of experience in customer service and extensive technical training and product servicing experience. |
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Other Comments
The role has important client liaison elements, based on technical appreciation of the customer's requirements and problems. |
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