End User Support Services Leader

Control Tec Boston , MA 02298

Posted 2 weeks ago

Moving Mobility Forward

Aptiv is making mobility real. We're at the forefront of solving mobility's toughest challenges. We have the people, experience, know-how and confidence to turn ideas into solutions. Solutions that move our world from what's now to what's next, while connecting us like never before. To us, nothing is impossible when you have the people with the passion to make anything possible. Mobility has the power to change the world, and we have the power to change mobility.

Join our Innovative Team

Want to do more than just imagine the ways our world will move tomorrow? Here's your opportunity. Join the technology company that's transforming the future of mobility today.

About Aptiv

Aptiv is a global technology company that develops safer, greener and more connected solutions, which enable the future of mobility. Headquartered in Dublin Ireland, Aptiv has 147,000 employees and operates 14 technical centers, as well as manufacturing sites and customer support centers, in 45 countries. Visit aptiv.com

About this Position

This leadership role supports the Mobility & Services group which is focused on delivering an autonomous driving and data acquisition platform to the market. The role oversees all end user support services across 7 Global locations with a team of about 15 onsite support engineers. This role will ensure that support resources are equipped with the right tools, knowledge, and best practices to provide superior customer experience. Key activities include overseeing proactive customer health checks, guiding root cause analysis, and acting as an escalation point for customer concerns and issues.

The role reports into the Mobility and Services CIO and interacts with Business Relationship Managers, On-Site Customer / end user Support, and senior business executives.

Responsibilities and Duties

  • Provide regular updates to the Mobility and Services CIO on key incidents and customer issues

  • Define customer care strategy and roadmap in collaboration with each business unit

  • Delivery superior end use support in resolving incidents and other laptop, email etc issue for all level of resources including executives such as CEO and CFO

  • Oversee end-to-end delivery of customer care to business units and senior executives

  • Understand holistic product roadmaps and requirements for on-going support with each business unit

  • Co-ordinate introduction of the new customer care related services

  • Connect goals with delivery mechanisms, including strategic decisions associated with support resource locations and partnering strategies

  • Define and oversee implementation of customer care self-service solutions

  • Monitor and continuously improve service level agreements for all customer care related services

  • Responsible for managing and planning the end user services budget, including the preparation of short-term and long-term financial forecasts

  • Collaborate with Business Relationship Managers to identify customer satisfaction levels (e.g. net promoter score, customer satisfaction score) and ongoing areas for improvement

  • Work to conduct root-cause analysis for the continuous improvement of services

  • Provide program management for customer support projects including interaction with third party partners

  • Motivate and lead a team of customer service representatives across on-site and remote support to deliver white glove service experiences

  • Coordinate managed help desk service providers to ensure seamless delivery of customer care

Basic Qualifications

  • Bachelor's degree

  • 15+ years of relevant work experience

  • Relevant experience in a service oriented organization

  • Experience managing 10+ resources across multiple global locations

  • Experience leading a customer care function in a fast paced or startup environment

  • Experience working with customer care technologies (e.g. ServiceNow)

  • Proven ability to prioritize and execute tasks in a high-pressure environment

  • Highly self-motivated and directed with attention to detail

  • Proven ability to collaborate and build strong relationships with customers

  • Strong written and oral communication skills

  • Outstanding time management skills

Preferred Qualifications

  • Experience supporting fast moving business organizations

  • Experience in both a startup and mature enterprise environment

  • Demonstrated ability to manage a multi-site and distributed workforce

Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.


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End User Support Services Leader

Control Tec