Responsible for the management and oversight of all engineering and customer service/support. This includes resource management/allocation, key customer relationships, and global software/service contract management for Ford Motor Company.
Provide leadership for the day to day customer engagement related to all AVL support activities.
Manage the support of all AVL products on-site. Create and execute product and support strategies as appropriate.
Direct and oversee all aspects of customer service engagement, objectives and, initiatives.
Maintain high level of customer satisfaction by determining customer’s needs and delivering services that consistently meet those needs.
Ensure AVL employees supporting customer confirm to all quality standards that impact customer satisfaction.
Plan and control the operational effectiveness and financial performance. Define, measure, monitor the KPIs as appropriate to track and monitor performance and define continuous improvement initiatives.
Plan and lead the personnel aspect of the service with emphasis on maintaining proper staffing levels, meeting training requirements (QI) and establishing desired levels of performance using performance standards.
Effectively insure that all resources have the proper tools and information to perform their jobs to AVL high standards and customer satisfaction
Coordination of billing and time tracking.
Align local customer support strategy with Global Service Strategy as appropriate.
Create product requirement documents, implement and track development timelines, and negotiates feature sets with the customer and product teams.
Work cross functionally with other business units.
Coordinate, when necessary, technical resources to support the AVL Hotline and software CARE for customer problem resolution.
Bachelor’s in business, operations management, software, engineering or equivalent.
Approximately 2-5 years’ previous operations management experience including forecasting, scheduling and real-time operations management.
Familiar with a variety of the field's concepts, practices, and procedures.
Relies on extensive experience and judgment to plan and accomplish goals.
Performs a variety of tasks, leads, and directs the work of others.