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Technical Customer Service Manager

Technical Customer Service Manager

AZEK Building Products LLCWilmington, OH, US
13 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Technical Customer Service Manager

James Hardie Building Products

Location : Wilmington, Ohio

James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.

POSITION SUMMARY :

The Technical Customer Service Manager, under the direction of the Sr Technical Customer Service Manager, will be responsible for managing the Technical Customer Service Team and the processing of warranty claims to include homeowner, dealer, retailer, and distributor claims. In addition, this position has a direct influence on multiple areas of the business through interaction with nearly every department within the company as well as Field Sales Reps, homeowners, dealers and distributors. Customer relations, negotiations, and technical skills are of the utmost importance in this role in order to make and communicate the appropriate, fact-based decisions. The incumbent will display a commitment to James Hardie Core Values.

ESSENTIAL FUNCTIONS

  • Provide leadership, direction, and oversight to a team of 8-10 Technical CS Team Members.
  • Selects, supervises, develops, evaluates and motivates personnel in the Technical CS Team.
  • Leads by example and provides consistent and frequent development feedback for the team.
  • Working Manager position will include working with homeowner, installing contractors, dealers, and distributors to identify issues related to product application and installation, out of spec products, troubleshooting, negotiating, communicating, documenting and executing resolutions.
  • Provides complex technical support and assistance to clients via email, phone, and / or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance.
  • Work closely with dealers, distributors, AZEK sales / customer service to prevent and / or solve product related field claims, concerns or issues.
  • Conducts job site visits to resolve property owner complaints / concerns. Ability to meet / communicate with homeowners, contractors, dealer, and distribution representatives in all aspects of company product installation, best practices, troubleshooting, and corrective recommendations.
  • Assists in the development and support of an effective claim’s management process. Monitors database for data integrity.
  • Complies with established Delegation of Authority Approval Limits, seeks appropriate approvals as applicable. Supports all internal / external auditing initiatives to verify compliance to Financial Key Controls.
  • Adheres to the AZEK Company Core Values, leads by example, and strives to improve the overall customer experience.
  • Performs other assignments as directed.

POSITION QUALIFICATIONS

  • Bachelor's Degree (four-year college or technical school) OR an equivalent combination of education and experience
  • 6-8+ years in Customer Service Management role; preferably in a manufacturing environment.
  • Prior knowledge of the application and use of various construction tools, measuring devices, construction, and mechanical aptitude a plus.

    • Computer Skills :

    Strong computer skills to include Microsoft Word, Excel, PowerPoint, and Outlook. Data analytical skills within Excel including Pivot Tables to analyze product performance trends and monthly / quarterly reporting. Prior experience with CRM resources such as SalesForce and JDE / Peoplesoft a plus.

    Other Requirements :

  • Strong analytical abilities required
  • Strong interpersonal skills with the ability to communicate upwardly to top management and downward to a wide range of audiences
  • Strong communication skills; ability to speak clearly and persuasively in positive or negative situations
  • Ability to motivate teams to produce quality results within tight timeframes and simultaneously manage several projects
  • Ability to participate in and facilitate group meetings
  • Must be self-directed and motivated and able to multi-task in fast-paced, 24 / 7 manufacturing environment
  • Work schedule flexibility, with or without notice, to accommodate the needs of the business
  • Job function to include up to 30% travel to facilitate job-site inspections, distribution / dealer visits, troubleshooting, and recommendations for corrective actions / product complaint resolutions.

    • Success Measures :

  • Ninety (90) days :
  • Understanding of, and ability to identify company products
  • Understanding and ability to utilize SalesForce Case Management database
  • Understanding and ability to process credits in JDE
  • Handling basic product complaints, direct interaction with customers
  • Six (6) Months :
  • Independently draft departmental financial and incident rate trend reporting
  • Carry out monthly team meetings and one to one individual meetings
  • Assume responsibility for case load by complaint type or region
  • One (1) year :
  • Independently perform site visits / technical assessments
  • Work as direct Manager Support to TCS Team
  • Thorough knowledge of TCS processes and procedures
  • Identifying and defining scope documents for process improvement opportunities

    • The AZEK Company was acquired by James Hardie.

    James Hardie is the industry leader in exterior home and outdoor living solutions, with brands including Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®. With 8,000+ employees worldwide, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities. For more information, visit www.jameshardie.com.

    Following The AZEK Company’s acquisition by James Hardie, we remain committed to providing a fair and equitable employment experience for all candidates.

    Join us in shaping the future of our business!

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    Technical Service Manager • Wilmington, OH, US