Description:
MiTek Asia Pacific is part of the world-wide MiTek group a company focused on providing integrated Software, Services, Engineered Products and Automated Solutions for the building industry worldwide, and empowering its customers to improve the way they design, make and build. Working in partnership with thousands of Builders and licensed MiTek fabricators around the globe, it is a proud member of the Berkshire Hathaway Group of Companies.
MiTek collaborates across the building industry to enable and accelerate transformational breakthroughs in design and construction. We advocate, teach, and celebrate as a partner at all levels of the building process.
Role Description
Reporting regionally into the Sales Director, the Head of Customer Experience has overall responsibilities of the Customer Support operation which includes, field support, helpdesk support, and software distribution. We are looking for a strong leader to optimize team dynamics, lead a high-performing team and ensure the alignment with organizational goals. Managing a team across Australia and New Zealand, the Hed of Customer Experience will be responsible for cultivating a culture to collaborate, innovate, and strive for continuous improvement.
Accountabilities
- Tailoring customer experience strategy for region and country business objectives
- Collaborate with internal and external stakeholders
- Understand customer requirements and expectations, and deliver exceptional service
- Set and monitor KPIs and take accountability for team performance
- Identify improvement opportunities required to support customer needs, and coordinate with internal and external resources to ensure systems and processes are supporting desired outcomes
- Coordinate with internal resources to ensure training content is effective and implemented within team
- Review performance, facilitate career planning and development, and encourage growth for team members
- Responsible for customer facing teams including software support (helpdesk & field) engineering support, automation support, and customer service.
- Engage on customer issues that are escalated from teams and stakeholders
Customer Experience Operations
- Establish target service level metrics that exceed customer expectation of helpdesk wait times, first time resolution and onsite support/training
- Collaborate with the global CX team to build and refine processors, digital solutions, design and deployment, and establish global coverage and support opportunities on alike technology.
- Provide guidance to CX leaders and teams to establish consistent training, goal setting and career development.
- Deliver monthly reports on metrics achieved to various internal stakeholders and customers.
- Provide oversight on scheduling of CX tech services and engineering team in filed and helpdesk coverage.
- Provide yearly performance reviews of direct reports and provide guidance to leaders to ensure consistent approach.
- Approve and manage expense reports.
Skills and Abilities:
- Bachelors Related Field required
- Customer Service experience required, including sales, education, promotion and support
- Experience implementing business strategies and continuous improvement
- Leading and developing a team and projects
- Able to use Microsoft Office Applications
Additional Requirements
- 20% of time traveling as needed.