Customer Experience Lead: Service & Training Strategy

Core-Health-

Vancouver (WA)

On-site

USD 90,000 - 110,000

Full time

12 days ago

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

Core Health & Fitness is seeking a Customer Experience Lead in Washington to oversee all aspects of the sales, support and service relationship from pre-install to post-install, ensuring prompt customer care and technical assistance.

You will train in-house technicians, dealers and service providers, manage escalated account issues, document service matters, and report on performance metrics and trends to improve the customer journey.

Qualifications

Experience managing product support processes within a support organization.
CRM experience to manage performance and track service levels.
Experience with in-field repair procedures for electro/mechanical equipment.
Strong organizational, leadership, communication, problem solving, and analytical skills.

Responsibilities

Manage all aspects of the sales/support/service relationship from prior to installation through post-install and provide prompt and effective customer and technical assistance for all customers.
Escalate and manage major account issues related to installations and service journeys.
Train in-house technicians, dealers, service providers, and installers with refresher and updated training.
Distribute and review service bulletins to customer accounts and service teams.
Document service-related matters and follow through to completion; report trends and issues to quality.
Travel as necessary to provide in-person assistance and set service plans for escalated accounts.
Develop, manage, and report against performance metrics focused on key operating criteria.
Ensure service levels are achieved and report on case turnaround and potential escalations.