United Technologies Corporation Associate Director, Customer Service in Mebane, North Carolina

Job ID: 66496BR

City: Mebane

State: North Carolina

Country: United States

Category: Aftermarket & Sales

Job Type: Full Time

Description:

UTC Climate, Controls & Security is a leading provider of heating, ventilating, air conditioning and refrigeration systems, building controls and automation, and fire and security systems leading to safer, smarter, sustainable and high-performance buildings. UTC Climate, Controls & Security is a unit of United Technologies Corp., a leading provider to the aerospace and building systems industries worldwide.

The Fire Protection Systems (FPS) group at UTC Climate, Controls & Security develops a comprehensive product portfolio to protect buildings, people and assets; providing innovative Fire products.. Among its leading brands are Badger, Edwards and Kidde offering robust security and life safety systems.

We are looking for a highly energized, top performing Customer Service Manager to join our team. This role is responsible for delivering positive customer experiences by driving operational excellence in our customer service teams and for providing management of a department of 6 Customer Service Supervisors and 50+ Customer Service Specialists, Senior Specialists and Lead Specialists for business units across Fire Protection Systems.

RESPONSIBILITIES:

  • Assist in the hiring and management of staff, including temporary staff, to meet fluctuating customer demands and peak seasonal volume for Edwards, Kidde and Badger business units.

  • Be responsible to lead and develop all team members and will be accountable for team performance, including meeting customer service level commitments.

  • Be responsible to manage department staffing and budget within defined guidelines, including driving department efficiency to mitigate the need for Overtime.

  • Utilize Avaya CMS, Impact 360, NICE, MS Office applications and other appropriate tools to ensure the highest levels of performance and quality that are consistent across the Function

  • Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting in accordance within established standards.

  • Be responsible to consistently apply Corrective Action/Performance Improvement Plans in accordance with company policy.

  • Conduct periodic coaching (in accordance with established standards) and will complete and review annual performance evaluations for all team members.

  • Identify critical problems that require immediate corrective action and will engage the assistance of the Commercial Operations Leader and HR Leader as appropriate.

  • Be responsible for handling customer escalations appropriately and in a timely manner.

  • Conduct department meetings and skip level meetings and work on, participate in root cause analysis, and identify and resolve breakdowns in policies, procedures and processes that impact and/or compromise world-class customer service.

  • Deploy ACE tools and methodology to drive operational efficiency and standardization across the department, irrespective of business units

  • Create uniformity in Opening and Closing script, Signature lines, Work templates and escalation processes to ensure customers that purchase across various BU’s are having an SAS experience.

  • Lead and communicate on employee engagement actions during team’s operating rhythms.

  • Identify opportunities to do all of the above with less staff, establishing operational and headcount productivity gains where possible.

  • Define, create and deliver a world-class order management and customer service organization by leveraging the synergies created by combining the Customer Service organizations, driving operational excellence standards, technology and web-based customer interfaces to improve the customer experience and internal efficiencies.

  • Define, create and deliver data analytics that will provide accurate data and analysis to inform internal decision making on staffing and productivity measures.

Qualification:

  • Working knowledge of Computer equipment, Networks, and Operating systems

  • Analytical and problem solving skills

  • Able to effectively communicate in writing and verbally with solid negotiation skills

  • Self-starter, highly motivated, results oriented, customer focused

  • Able to work varied shifts including evenings and weekends

  • Experience in JD Edwards ERP

Education:

  • Bachelors degree with 5+ years related experience (technical/customer support leadership position with a minimum of 3 years of Call Center leadership experience including employee development/coaching experience)

  • High School Diploma (or equivalent) with 8-10 years of related experience (technical/customer support leadership position with a minimum of 5 years of Call Center leadership experience including employee development/coaching experience)

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Qualification:

  • Working knowledge of Computer equipment, Networks, and Operating systems

  • Analytical and problem solving skills

  • Able to effectively communicate in writing and verbally with solid negotiation skills

  • Self-starter, highly motivated, results oriented, customer focused

  • Able to work varied shifts including evenings and weekends

  • Experience in JD Edwards ERP

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.