Tasks:
Main Accountabilities:
1. Train call center staff to ensure proper call procedures are followed consistently.
2. Oversee all call center team activities related to warranty and out-of-warranty customer requests, analyze, determine legality of response, cost implications, and drive resolution in support of customer while managing needs of business.
3. Drive and participate in post-sales technical calls.
4. Manage key account customers for after sales activities related to services.
5. Manage contract implementations and warranty requirements.
6. Manage implementation of new Service Orders – Extended Warranty, Spare parts, etc.
7. Interact with sales team to clarify service offers and policies and their implementation.
8. Implementation of new procedures in the call center management process.
9. Manage third party service providers for after-hours call center.
10. Responsible for employee staffing and insure continuous training is provided.
11. Develop and evaluate personnel to improve level of technical/customer support.
12. Manage the customer escalations and provide resolution to customers.
13. Deliver weekly KPI’s to management related to call center activities.
Customer Management during escalation due to post sales related issues. Interact with Engineering and Quality to resolve the issues. Manage internal and external issues related to the lack of processes.
Requirements:
Basic Qualifications:
Bachelor’s degree required plus 6 years of managerial experience & 3 years’ leadership in call center whereby product and service are highly technical, staff is technical experts, and customers are well versed.
Preferred Qualifications:
Strong verbal and written communication with Customers, Engineering, Quality Service and Product Management
Ability to interact with all levels of management and customer base
Highly organized, work independently, strong attention to details, and computer literate
Understanding of solar inverters and installations – electromechanical products / high voltage
Demonstrated ability and experience working in constantly changing environments
Ability to multi-task and set priorities
Use of standard work related computer programs
High level of independent judgment
Excellent organizational and interpersonal skills including strong phone presence and ability to deliver presentations
Additional information:
Equal Employment Opportunity and Affirmative Action at ABB
ABB is an Equal Employment Opportunity (EEO) and Affirmative Action Employer encouraging diversity in the workplace.
All qualified applicants will receive consideration for employment without regard to their race, creed, color, ancestry, religion, sex, national origin, citizen status, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veterans status. For more information regarding your (EEO) rights as an applicant, please visit the following websites:
http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf
http://www1.eeoc.gov/employers/poster.cfm. http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf
As an Equal Employment Opportunity and Affirmative Action Employer, applicants may request to review the Affirmative Action Plan of a particular ABB facility between the hours of 9:00 A.M. - 5:00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762.
Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.
Location: Phoenix,Arizona,USA
Contract type: Regular/Permanent
Business Unit: BU Electrification Solutions
Date posted: 2017-03-13
Job function: Sales
Publication ID: US60581124_E1
ABB (ABBN: SIX Swiss Ex) is a pioneering technology leader in electrification products, robotics and motion, industrial automation and power grids, serving customers in utilities, industry and transport & infrastructure globally. Continuing more than a 125-year history of innovation, ABB today is writing the future of industrial digitalization and driving the Energy and Fourth Industrial Revolutions. ABB operates in more than 100 countries with about 132,000 employees www.abb.com
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