Textron Customer Support Manager in British Columbia, California
Customer Support Manager
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.
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.
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
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.
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:
Job Product Support
Primary Location CA-British Columbia
Recruiting Company Textron Specialized Vehicles
Job Level Individual Contributor
Shift First Shift
Req ID: 265181