Director Customer Experience and Lifecycle Services

Emerson•Houston, TX

5d•Onsite

About The Position

The Director, Customer Care & Lifecycle Services at Emerson Actuation Technologies leads our front-end and aftermarket customer care teams comprising Application Engineering, Order Entry, Order Management, Project Management and Lifecycle Services. Reporting to the world area Vice President & General Manager, the Director Customer Care & Lifecycle Services collaborates with cross functional departments to ensure alignment on delivering an exceptional experience to all Actuation Technologies customers. With exceptional leadership and communication skills as well as a passion for customers, the Director, Customer Care & Lifecycle Services works closely with stakeholders, including operations, sales, strategic business units, and marketing to ensure alignment and customer-centricity across the organization. The successful candidate for this role possesses a bachelor’s degree, with a preference for business administration or mechanical/electrical engineering, along with a minimum of 10 years of experience working in a customer care and/or service environment in the Oil & Gas or Process industry. The Director, Customer Care & Lifecycle Services should have a customer-centric mindset and a passion for delivering exceptional experiences to our customers. Previous experience in the valve/actuator industry is advantageous, providing valuable insights into the specific challenges and requirements of the field. Excellent communication, presentation, and interpersonal skills are crucial, enabling effective collaboration with diverse stakeholders.

Requirements

Bachelor’s degree in business administration or engineering (Mechanical or Electrical) preferred.
A minimum of 10+ years working in a customer care and/or service environment in the Oil & Gas or Process industry.
Strong leadership and managerial skills, with the ability to inspire and motivate teams to achieve and exceed goals.
Exceptional customer service skills, with a customer-centric mindset and a passion for delivering exceptional experiences.
Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and build strong customer relationships.
Ability to travel as needed to support business needs.

Nice To Haves

Experience in the valve / actuator industry, highly desirable
Demonstrated ability to implement process improvements and drive operational efficiency.

Responsibilities

Lead and manage a team customer care and lifecycle services professionals, providing guidance, coaching, and support to ensure high-quality service delivery.
Develop and execute a comprehensive strategy for customer care and lifecycle services, aligning it with the goals and objectives of Actuation Technologies.
Collaborate with world area cross-functional teams, including operations, sales, strategic business units (SBU’s) and marketing to ensure alignment and customer-centricity across the organization.
Lead and oversee customer care & lifecycle services organizational development, from hiring and onboarding to retention and performance management, ensuring a seamless experience for our customers.
Develop and implement customer care and lifecycle services processes and standards, ensuring consistent and efficient service delivery to customers.
Develop and monitor key performance indicators (KPIs) and metrics to assess organizational performance and customer satisfaction, identify areas for improvement, and implement action as required.
Stay up to date with industry trends and best practices in customer care and lifecycle services and leverage that knowledge to continuously enhance our customer experience.
Build and maintain strong relationships with key customers, as a trusted advisor, addressing their needs and concerns as they arise.
Collaborate with Sales and the SBUs to gather customer feedback and insights and leverage that information to improve our customer service and aftermarket capabilities.
Represent our customers and advocate for their needs within the Actuation Technologies organization.
Establish a cadence for team meetings and communication to ensure the customer care and lifecycle services teams are kept abreast of Actuation Technologies goals and objectives.
Collaborate with all world area customer care and service teams as needed to ensure a seamless customer experience globally.