Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic employs over 6,000 skilled logistics professionals to serve its customers globally, with engineering centers and manufacturing facilities located around the world. Dematic is one brand under the KION Group of companies and has implemented more than 6,000 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors.
Headquartered in Atlanta, Georgia, Dematic is a member of KION Group, a global leader in industrial trucks, related services and supply chain solutions. Across more than 100 countries worldwide, the KION Group designs, builds and supports logistics solutions that optimize material and information flow within factories, warehouses and distribution centers. The company is the largest manufacturer of industrial trucks in Europe, the second-largest producer of forklifts globally and a leading provider of warehouse automation.
The Sr. Director, North America (NA) Technical Support Desk and Field Services will be responsible to lead teams of support engineers and technicians in supporting customers with Automated Material Handling Systems. This position is responsible for ensuring proper operation and proper maintenance of systems hardware, software, controls and other related infrastructure. Additionally, the Sr. Director will be responsible to make improvements in tools and processes to optimize the Technical Support and Field Service groups. This role will report to the Vice President of NA CS Operations and located at our Global Headquarters in Atlanta, GA.
Roles and Responsibilities
The roles and responsibilities will include, but are not limited to, the following:
Provide strong, dynamic leadership that mentors, develops and guides team members to achieve Customer Satisfaction goals.
Responsible for the development and administration of annual department budget to attain business goals with operational stability.
Conduct effective resource planning to maximize the productivity of resources such as people, technology, etc.
Ensure various KPI's and Customer expectations are met or exceeded.
Improve processes and add tools as needed to ensure the teams are using best in class practices.
Work closely with R & D and various product groups to assist in support and proactively look for product improvements.
Act as the Dematic trusted advisor, both internally and externally, to ensure targets and profitability goals are met.
Leverage Dematic's Management Executives and other senior Business Unit Leadership when appropriate, to strengthen client relationships.
Build and manage influential relationships with customers.
Ability to travel up to 40% of the time.
What We Are Looking For
Proven Support professional with a deep understanding of Call Centers, including strengths in software support, field service support, and the ability to solve customer business needs.
Minimum of 15 years' experience in technical support, field service support, with at least 7 years of direct experience in managing leaders and agents.
Working knowledge and practical experience of all building blocks in support desk and field service solutions such as Salesforce, call center phone systems, hardware, applications, cloud, analytics, etc.
Experience in basic financial analysis (cost effectiveness, cost benefit, etc.)
Demonstrated and verifiable success at leading call centers and field service groups.
Ability to work well under pressure to handle crises and balance several tasks simultaneously.
Ability to work well with customers in stressful situations.
Ability to prioritize, delegate tasks to appropriate staff, and perform required follow-up.
Bachelor's Degree required. Master's Degree or MBA is preferred.
Excellent communication skills with ability to negotiate through extreme high pressure situations with customers.