Job Description

Who are we? Kramer is a leading player and pioneer in the audio-visual industry. Our product and solutions power creativity, collaboration, and engagement.
At Kramer, we make award-winning, innovative, and reliable audio-visual hardware, software, and cloud-based solutions. We believe that technology can amplify the human experience and help people reach their potential.
Enterprise companies, schools, universities, governments, and military end-users trust and rely upon our technologies in more than 100 countries across six continents worldwide. From AVSM to advanced cloud-based communication, collaboration and control solutions, Kramer creates audio visual experiences that are more engaging, more inclusive and more connected than ever before. Yor Role: For our APAC organization we are looking for a Director of Customer Service that will direct and oversee the Region\xe2\x80\x99s customer service operations, generate service revenues, and drive customer satisfaction. If you enjoy leading highly professional people, have passion to manage & solve complex customers\xe2\x80\x99 needs, and desire to develop the services\xe2\x80\x99 business, then this position is just right for you! As the Customer Service Director, you will:

• Service business - Revenue generation:
  • Lead the business development of our services portfolio
  • Execute from quotation to PO
• Customer service (CS) delivery:
  • Implement a tiered CS organization
  • Oversee the daily workflow of the CS activities in the region and sub-regions to assure the customer satisfaction
  • Establish performance metrics for CS to improve our efficiency & effectiveness
• Knowledge management:
  • Implement training programs for our partners (system integrators, and distributors) to assure they can support their customers
  • Develop and implement training for new hires and experienced employees
• New product Introduction:
  • Lead new product introduction to the market in line with company\xe2\x80\x99s directives
  • Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer support and retention
• Total Customer Experience (TCE):
  • Implement methods to record, assess, and analyze customer feedback
  • Draft, implement, and lead policies and procedures to facilitate best-in-class TCE

Who you are:

• Proven ability to deliver rsults in matrix organisation ( with and without authority)
• Excellent supervisory and leadership skills
• Strong interpersonal and customer engagement skills
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Excellent organizational skills and attention to details
• You are your area of expertise and passionate about it, enabling it to support people to work better and achieve more

Education and Experience:

• Bachelor\xe2\x80\x99s degree in Engineering or similar experience required
• 7-12 years of experience in customer service arena (tech support & business)
• 5 years of experience in management position in international organization
• Proficient with ERP & CRM systems

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