Textron Customer Support Manager in British Columbia, California

Customer Support Manager

Description

POSITION DETAILS

Be the driver of your career. At Textron Specialized Vehicles Inc., our culture allows you to grow within the company while building your career. Developing new leaders and encouraging innovative ideas are critical to the success of our organizations. Textron Specialized Vehicles (TSV) is a leading global manufacturer of golf cars, utility and personal transportation vehicles, and ground support equipment. TSV markets products under the E-Z-GO®, Cushman®, Bad Boy®Off Road, TUG™, Douglas™, Jacobsen®, Premier Engineering & Manufacturing brands and Arctic Cat®; Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves. From design to drive, TSV has become an industry leader through our belief in having the right people in the right place at the right time. Are you ready to fuel your career?

Qualifications

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 requiredCAPABILITY 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

  • 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 preferredOr equivalent work experienceLICENSE AND/OR CERTIFICATION REQUIREMENTS:

N/A

Additional Information:

Direct Reports: No

Travel Requirements: 10 – 15%

Relocation Benefits: No

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