Director Customer Support

Customer Support Director        

Department:                 Customer Support

Reports to:                    CEO

Location:                      Bremerton

FSLA Status:                  Exempt

Compensation:                $125- 150K per year, DOE

EXPERIENCE LEADING A GLOBAL CUSTOMER SUPPORT TEAM FOR EQUIPMENT OR COMPLEX MACHINERY OR PRODUCTS REQUIRED!

Why work with us?

• Opportunity to work for an employee-owned company.
• Collaborative work environment with a focus on professional development and continuous improvement.
• Competitive compensation and benefits package including Healthcare, Paid Time off, 401K and more!
• Contribute to providing first responders and the military with tools they need to save lives. 

Why we need you:

With closing in on 2,800 boats built, we are seeking a dedicated and experienced Customer- Focused leader for our Customer Support Group at SAFE Boats to provide our important first responder and military customers with the resources they need to remain mission ready.

What you would focus on/overall responsibilities:

You would be responsible for all activities related to worldwide support of SAFE Boats’ vessels, including warranty response, technical support, and service and repair. This position is also responsible for development, quoting, and management of service and parts sales for the Company and establishing department KPI’s and ensuring they are met. You would work with resources from across the Company to manage customer relationships that support and enhance SAFE Boats’ brand and reputation by providing the highest level of Customer Service while ensuring related financial goals are achieved. 

What you would be doing:

General

o  Develops, recommends, and implements customer-focused systems and services consistent with SAFE Boats strategy

o  Aligns customer support organization and resources with Company culture

o  Maintains SAFE Boats reputation and brand through interactions with customers

o  Hires, oversees, and manages internal team of customer support specialists (Service/Parts Quoting, Sales, Training, and Warranty)

o  Identifies, qualifies, and manages network of contractors and other external service providers

o  Establishes standards and best practices for Customer response times and overall service quality and expectations

o  Measures, monitors, and reports results to SAFE Boats management

o  Oversees administrative functions related to Customer Support Department for reporting, data base management, budgeting, and historical project/quoting information

o  Communicates customer concerns, issues, and suggestions that may impact other boats in production or in service to minimize future issues/costs

o  Collects and communicates customer feedback to enhance SAFE Boats products and services

o  Responsible for Performance Management and Professional Development for the department, with support and guidance from Human Resources

o  Monitors trends in Team Member performance and disciplinary action to address issues and ensure productivity and efficiency goals are met

o  Under direction of the CFO/CEO, responsible for creating and adhering to the department budget and managing department expenses

Warranty

o  Responds quickly to Customer inquiries and ensures his/her team responds within established acceptable timeframes

o  Reviews and qualifies customer warranty claims. Uses independent judgement and coordinates with other departments to validate claims, satisfy customers, and protect the Company’s financial and reputational standards

o  Follows up with SAFE Boats Service and Warranty customers to ensure satisfaction with the job/work completed- maintains customer satisfaction standards and metrics to measure performance

o  Coordinates warranty inquiries and responses with appropriate member of Business Development Team

o  Leverages warranty inquiries to develop opportunities for sale of services and parts when appropriate

·        Service and Parts Sales

o  Manages sales and delivery of service and parts to SAFE Boats Customers

o  Develops, recommends, and implements strategic plans to sell parts and services to SAFE Boats customers

o  Ensures service and parts sales strategy is consistent with SAFE Boats business development and customer support strategy

o  Responds quickly to Customer inquiries and ensures his/her team responds within established acceptable timeframes

o  Works with internal and external resources to create assets and tools to enhance customer awareness and demand for service

o  Works closely with existing and potential customers to close sales by initiating and cultivating relationships

o  Tracks leads, inquiries, quotes, and signed orders to determine success rates and to priorities efforts and maximize desirable outcomes

o  Ensures all information/data is documented and captured in computer systems for tracking, review, and follow ups (external customer information and internal support communication)

o  Leads and/or supports development of sales proposals and quotes for services and extended warranty offerings.

o  Approves all service quotes and obtains additional approvals as required by SAFE Boats delegation of authority policy

o  Engages with engineering and other departments to support warranty and service work orders/quotes to ensure resolution

o  Works closely with other departments (purchasing, finance, engineering, quality, production, etc.)

o  Develops appropriate plans, budgets, etc. in response to warranty, service, or parts and communicates all information necessary for them to complete warranty, service, and parts sales jobs/orders

o  Monitors and reports out on financial performance of the Service and Parts Sales Departments. Responsible for meeting established revenue, contribution margin, and profitability goals.

Skills and experience we are looking for:

• Minimum of five years of customer support experience in Marine Industry or similar organization/industry
• Outstanding customer service skills, minimum of 3 years in a customer-facing, high stress environment supporting a complex product
• Experience establishing and measuring key performance indicators related to customer support group performance and responsiveness
• Ability to write, review, edit and negotiate contracts and agreements
• Supervisory experience- performance management, disciplinary action, coaching and training
• Intermediate to advanced proficiency in Microsoft Office, experience working in a PLM or CRM system. Salesforce experience preferred.
• Experience creating and successfully managing to a budget; ability to understand and interpret financial reports and P and L’s.
• Highly motivated and detail oriented with the ability to communicate effectively, solve problems and create trusting relationships with both internal and external clients
• Ability to and experience in leading, managing and motivating employees to meet established company goals.
• Ability to provide written, verbal and hands on instructions to employees
• Strong work ethic and social compatibility necessary
• Experience preparing and presenting information to a wide variety of “customers”- internal and external

Education/other requirements:

• High School Diploma (GED/High School Equivalence Certificate)
• Bachelor’s degree preferred in a related field- Manufacturing, Engineering, Business
• US Citizenship required
• Ability to obtain security requirements for accessing military bases and secured facilities

Physical Requirements:

• Position requires use of computer, telephones and other office equipment, reading, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity
• Ability to sit and/or stand for long periods of time (up to 10 hours)
• Ability to travel (Including Internationally) up to 30% of the time
• Ability to go underway in challenging environmental conditions. Ability to operate boats a plus.