Head of Customer Service

Responsible for the managing and overseeing of all activities and duties in the After Sales and Customer Service areas of the Tower Cranes & Mobile Tower Crane division. Ensures the customer satisfaction, organizes and supports the after sales team. Develops and implements organization policies and goals; and directly coordinates activities of the customer support organization to obtain efficiency and economy of operations. Is responsible for the build- up and expansion of an After Sales structure within the assigned territory and the achievement and monitoring of turnover and performance targets.

Responsibilities

• Responsible for developing and implementing a system to monitor and address the reliability of delivered machines, spare parts, tools, and technical documentation, as well as maintaining the operational and functional capability of these machines.
• Develops and maintains a service partner network for the maintenance of Liebherr tower & mobile tower cranes.
• Develops and implements an audit system for use with service partner network.
• Ensures an adequate level of spare parts inventory is kept to meet business needs. Responsible for maintaining inventory turnover, condition and quality, amount, depreciation and security to expected requirements.
• Oversees negotiation of pricing, discounts, and warranty issues with customers to achieve company objectives.
• Analyzes department budget requests to identify areas in which reductions can be made and allocates operating budget. Responsible for preparation of annual department budget, and actual P&L performance to budgeted goals.
• Organizes, manages, and coordinates training for customer service personnel.
• Budgets and plans turnover, costs, and performance targets.
• Supervises negotiation and administration of customer service contracts and agreements.
• Coordinates the organization of all involved service personnel needs with Divisional Director, to include training, tools, infrastructure, etc.
• Implement the After Sales Service strategy and provide continuous monitoring and follow up as necessary.
• Provide Customer and/or service partner consultations and care on site or at customer’s/service partner locations to strengthen and maintain customer relationships and meet needs and requirements of customers and dealers.
• Coordinate common issues with Divisional Director and Head of Customer Service Manager of SOG and MSC.
• Promotes organization in industry, manufacturing, or trade associations.
• Provides quotations of upgrades and non-standard solutions such as like new parts without Id. No., lifting aids, etc.
• Provides pro-active offering of crane upgrades to customers. 
• Provides follow-up on quotations and evaluation of reasons for non- received orders. 
• Provides technical support of warranty and good will cases. 
• Arranges/supervises service attendances.
• Monitors debtor accounts and ensures active collection of outstanding invoices together with the accounting department.
• Ensures filing of project or work specific correspondence such as certificates, data, protocols, paperwork, measuring protocols, emails, etc.
• Ensures compliance with all approval and signature regulations.
• Ensures compliance with all rules applying to internal software, ensuring that all system software is implemented, utilized, and used according to local policies as well as MSC and SOG
• Assist the company in any necessary duties to achieve company goals.
• Perform other related duties as assigned.
• Confers and coordinates with company’s attorneys to accomplish the successful conclusion of potential legal issues such as general or product liability issues and employment issues.
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance. 
• Speaks clearly and persuasively in positive or negative situations; Participates in meetings. Presents numerical data effectively; Able to read and interpret written information. 
• Provides vision and inspiration to peers and subordinates; Develops workable implementation plans; Builds commitment and overcomes resistance; Able to build morale and group commitments to goals and objectives. 
• Gives authority to work independently; Sets expectations and monitors delegated activities. 
• Ability to inspire and motivates others to perform well; Accepts feedback from others. Includes staff in planning, decision-making, facilitating and process improvement; Solicits and applies customer feedback (internal and external). 
• Works within approved budget; Contributes to profits and revenue. Understands business implications of decisions.
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