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Customer Experience Director

1 week ago

Sydney, New South Wales, Australia Manitou Bf Full time

In this role, you will drive service excellence by ensuring the highest level of customer satisfaction is achieved for Manitou Group brands. This involves implementing strategies to enhance spare parts sales and service revenue, working closely with the parts department. You will also track key performance indicators (KPIs) such as service efficiency, response time, and customer satisfaction ratings.

Additionally, you will supervise warranty claims, parts shipment tracking, and resolution of service-related issues at regional offices. Leading a dedicated local service team, including Technical Trainer, Technical Service Advisor, and FLKA Customer Support, is also a critical aspect of this role.

You will foster a high-performance culture, emphasizing training, technical development, and customer-first approaches. Ensuring effective coordination between the service team, dealers, and corporate headquarters to streamline after-sales operations is essential.

Your key responsibilities will include:

  • Driving service excellence by ensuring highest customer satisfaction.
  • Implementing strategies to enhance spare parts sales and service revenue.
  • Tracking KPIs such as service efficiency, response time, and customer satisfaction ratings.
  • Supervising warranty claims, parts shipment tracking, and service-related issues.
  • Fostering high-performance culture emphasizing training and customer-first approaches.