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A.O. Smith Customer Service Quality Manager in United States

Customer Service Quality Manager

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Date: Jul 10, 2024

Location: Johnson City, TN, US, 37643

Company: A. O. Smith Corporation

A.O. Smith - Johnson City, TN

A. O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Overview

Development, coordination, and sustainment of the North American Water Heater technical support quality management (TSQM) program, defining the strategy to lead TSQM directives with a clear mission and vision. This includes leading communications, standardizing customer interaction quality and technical support processes, and driving improvements with agent support by applying fundamental concepts, practices, and procedures of a general agent quality and technical support environment.

Responsibilities

  • Develop, implement, and sustain all customer experience quality processes within the Technical Support quality management system.

  • Coordinate with legal and product management to build process related to recalls and product issues. Plan countermeasures and stop gap measures due to product failure. Create necessary outbound contact strategy customer assistance.

  • Develop, review and ensure a sustainable process to provide continuous improvement for reporting, data visualization/dashboards, and forecasts related to technical support Salesforce, Five9, SAP etc.

  • Develop, review and ensure a sustainable process to provide continuous improvement for the technical support quality monitoring program including leading calibration sessions for all NAWH locations.

  • Develop leadership strategies to improve communication to engineering on findings from Salesforce using symptom and solutions codes.

  • Provide leadership to define and establish key performance metrics, such as reduction of complaints, customer call rate, 1st year failure rate, non-conformances, cost of poor quality based on using Observe AI key word and sentiment searches.

  • Provide feedback to serviceability of products to reduce waste and returns based on data analysis.

  • Provide leadership, training and direction to utilize technology quality tools. Leading supervisors, team leads, internal and vendor SMEs to continuously improve use of systems improving our customer facing experiences.

  • Provide guidance to the business on customer related performance issues, quality requirements, and assessments/audits to assure all necessary data accurately validates findings in technical support.

  • Provide reviews of customer agreements/contacts as conformance measure necessary as it applies to vendor monthly contractual obligations and pay.

  • Provide guidance, quality process/technique leadership, and insight in New Product Development (NPD) protocols as necessary to assure customer quality expectations are addressed.

  • Other duties may be assigned as needed.

Qualifications & Experience:

  • Bachelor's Degree in Business Management or related field. MBA preferred.

  • 2-3 years of supervisory/ leadership experience

  • Minimum of 5+ years of related work experience

  • Must possess excellent written and oral communication, and presentation skills

  • Demonstrated people-oriented management experience

  • To perform this job successfully, an individual should have knowledge of General Database software; Symix/JD Edwards Order processing systems; Excel Spreadsheet software and Microsoft Word Processing software.

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

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Nearest Major Market: Asheville Nearest Secondary Market: Knoxville

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