Director, Customer Service
Location:
Hopkinton , Massachusetts
Posted:
January 12, 2017
Reference:
173950BR
**Job Description:** **GENERAL SUMMARY** Accountable for promoting and maintaining a high level of Customer Service in a geographically defined area. Manages a diverse group of business and technical professionals to ensure customer satisfaction through high quality post-sales support, installation, repair, modification and preventive maintenance of equipment and software. Responsible for achieving Regional financial and business objectives. Promotes development of strong, cooperative relationship with local Field Sales and Professional Services organizations. **PRINCIPAL DUTIES AND RESPONSIBILITIES** + Manages and coordinates field operations for all Customer Service functions including both regional and functional quarterly goals and objectives. Maintains customer files and office records of all service activity. Secures and monitors local Service Contracts and initiates associated invoicing. Negotiates with EMC Sales and Customers to provide maximum revenue generation while strengthening relationships and customer loyalty. Valid driver''s license, reliable automobile, and pager required for required traveling. + Manages direct reports. Conducts salary and performance reviews. Acts as a coach and mentor to employees in the Region. Forecasts personnel requirements through maintaining effective communication with Sales and Service organizations. Communicates and enforces all EMC policies and procedures. EMC Proven Professional Certification desired. + Implements Customer Service policies and procedures and recommends revisions based on areas of expertise and local business needs. Works closely with Corporate Customer Service Technical Support Staff, Logistics and Finance organizations to improve overall operational effectiveness, Regional reporting capabilities and field customer support capabilities. + Ensures continued high levels of customer satisfaction through both direct and indirect contact. Maintains close customer contact during problem situations. Monitors operational costs in assigned area to ensure compliance to management guidelines. Ensures financial objectives are met through review and analysis of available financial reports. Develops regional operating and capital budgets. + Utilizes strong negotiation and influencing skills to effectively manage relationships and coordinate responsibilities with EMC Sales and Professional Services, EMC competitors and other vendors with product in the customer''s data storage and management environment. Accountable for all administrative functions in the regional and district service offices within span of control. Manages control and care of company assets. Ensures expedient preparation and processing of all contract, service and personnel documents. Performs efficient spare parts management in area of control. + Directs the efforts of employees engaged in post-sales activities, installation, repair, modification and preventive maintenance of equipment. Maintains management awareness of problems and situations. Secures and allocates technical support as needed to minimize product downtime. Assists EMC Sales organization when presenting to potential customers. Resolves account management problems. Provides Strategic Account interface as assigned. + Directly supervises and manages a diverse and varied group of Managers and Technical Professionals including: 5 ? 10 Field Service Managers, Service Account Managers, Open Systems and Mainframe Hardware Customer Engineers, Software Customer Engineers, Configuration Specialists, Network Specialists and Post-Sales Support Engineers. Supervises multiple Regional Administrative Support Staff members. **SKILLS** + Communication skills. Accountable for promoting and maintaining a high level of Customer Service in a geographically defined area. Manages a diverse group of business and technical professionals to ensure customer satisfaction through high quality post-sales support, installation, repair, modification and preventive maintenance of equipment and software. Responsible for achieving Regional financial and business objectives. Promotes development of strong, cooperative relationship with local Field Sales and Professional Services organizations. **Experience Required:** Typically requires 14+ years of professional experience and 7+ years diversified leadership, planning, communication, organization and people motivation skill (or equivalent experience). 0 **EMC Values:** When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages. **Critical Hiring Criteria:** **Functional Area(s):** Customer Service & Support **Business:** EMC GES **Business Unit:** 200 - STORAGE CORPORATE **Location:** US - Massachusetts - Hopkinton **AutoReqId:** 173950BR

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