Customer Service Director

5 days ago


Gold Coast, Queensland, Australia Snap-On Tools Full time
Job Description

This is a leadership role that oversees the customer service and technical support functions for Snap-On Tools. The successful candidate will have experience in managing teams, developing training programs, and ensuring exceptional customer satisfaction.

Responsibilities
  1. Lead a team of customer support and technical support representatives to provide top-notch service to customers.
  2. Develop and implement training programs to enhance the skills of support staff and improve overall performance.
  3. Establish clear goals and metrics for the support function and measure progress against them.
  4. Analyze customer feedback and recommend improvements to products and services.
  5. Oversee the installation, configuration, and maintenance of equipment, as well as provide technical support to customers.
  6. Assign work orders to team members based on availability and expertise, handling complex or sensitive requests personally.
  7. Ensure final inspection of produced goods meets quality standards before release.
  8. Design and implement technical training programs, including curriculum development and assessment.


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