The director of Customer Experience [CX] oversees the growth and application of a company's customer initiatives. The ideal candidate will possess a deep understanding of customer engagement, satisfaction, and retention, and will be responsible for driving exceptional customer experiences throughout our organization. They will be responsible for providing the highest quality, most responsive customer-driven technical service and support, thereby advancing Viking Masek’s position in the packaging industry. They will direct and coordinate customer service teams and the following activities including but not limited to: Installations, parts, service, maintenance, and the repair of machines. They will ensure service calls and installation protocols are understood &and enacted appropriately by all customer-related teams (Service & Parts).

Job Requirements

• Bachelor's degree
• 5 years of managerial experience
• 3-5 years experience managing Field Service Technicians in a Manager or Supervisory role required
• Strong organizational & proven leadership skills
• Excellent customer service skills
• High technical & mechanical aptitude
• Prior packaging equipment experience preferred
• Ability to work in a team environment & professionally handle confidential matters while leading & influencing others to accomplish operational objectives
• Proficient in Microsoft Office, (Excel, MS Word)

Job Duties & Responsibilities

• Develops & implements a customer excellence strategy that aligns with the company's overall objectives & enhances customer satisfaction.
• Builds, develops, and manages field service and parts teams capable of carrying out the company’s operational plan
• Understands customer needs, improving customer journeys, and ensuring consistent brand experiences.
• Drives profitable service & parts revenue
• Maintains technical knowledge & understanding of regulations, industry trends, current practices & new technology
• Establishes & maintains an effective system of communication throughout the team as well as the entire company
• Helps bond relationships with field service techs and internal teams
• Responsible for performance management, employee relations, engagement & culture building for service & parts teams
• A senior-level technical advisor to the field service, parts team & other business areas throughout the company

Other Misc. Duties

• Always sell the Viking Value Proposition.
• Attend Tradeshows when necessary from a Technical resource.
• Continuous improvement and industry training upkeep.