Textron Customer Support Manager in British Columbia, California

Customer Support Manager

Description

About Textron Specialized Vehicles Inc.

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, snowmobiles, side-by-sides, all-terrain vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under the E-Z-GO®, Cushman®, Arctic Cat®, Textron Off RoadTM, Jacobsen®, Dixie Chopper®, Ransomes®, TUG™, DouglasTM, Premier™ and Safeaero™ brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

SUMMARY:

With minimal supervision and direction, provide post installation technical customer service and support to a broad range of Textron business units, their service and sales organizations, dealers and distributors plus end users to meet the expectations of our global customer base.

RESPONSIBILITIES:

  • Manage incoming communication to the Customer Support team dealing with level II service issues

  • Direct contact with service and sales organizations, dealers and distributors plus end users

  • Troubleshoot customer issues using systematic root cause analysis

  • Communicate outcome, issues, results to all stake-holders

  • Identify mid to long term countermeasures to recurring problems by engaging product management, engineering, quality and sales/service/installation teams

  • Record, track interactions and issues using the tools provided (Trello, Salesforce, etc)

  • Responsible for follow-up to ensure issues remain resolved

  • Establish, maintain metrics for customer satisfaction

  • Individual decision making required

Qualifications

CAPABILITY REQUIREMENTS:

  • Strong interpersonal skills and enjoys internal and external customer contact

  • Demonstrated history of understanding complex systems and to be able to systematically troubleshoot issues remotely; detailed understanding of software, hardware integration, preferably Android based

  • Requires attention to detail along with excellent communication skills both written and verbal.

  • The ability to present information in a clear and concise manner to a broad range of stake-holders

  • You must have strong reasoning skills and be able to analyze data and prepare reports reflecting on your findings.

  • Ability to work within a team.

  • Ability to comprehend complex technical manuals and instructions and stay current with fast changing (agile) software development cycles

  • Ability to write clear, concise follow-up correspondence.

EDUCATION:

Associates and/or Bachelor degree preferred in related high-tech field

Or direct equivalent work experience with software, hardware integration and support

LICENSE AND/OR CERTIFICATION REQUIREMENTS:

N/A

Job Product Support

Primary Location CA-British Columbia

Recruiting Company Textron Specialized Vehicles

Schedule Full-time

Job Level Individual Contributor

Shift First Shift

Req ID: 265181