Description
Ballard's Commercial Team has a position available for a Director, After Sales Service, based in Burnaby, reporting to the Chief Commercial Officer (CCO).
The successful candidate will be responsible for working at the senior leadership level, cross functionally interfacing with Sales, Engineering, Marketing, Operations, Quality and Finance and externally with customers and service provider companies.
Responsibilities:
- Lead and set priorities and standards for the After Sales team globally (North America, Europe and Asia)
- Develop and manage Ballard's global product support strategy, including the establishment of appropriate revenue models for service
- Manage continuous improvement of customer satisfaction and report corporately on key customer service metrics
- Manage product support and warranty costs
- Develop and manage After Sales contracts and business opportunities
- Provide information and content in support of Product Development, Marketing and Sales
- Manage continuous improvement of After Sales product support processes and procedures, including product returns, product upgrades and improvements, problem solution and customer technical information
- Manage Ballard's online product support systems: Oracle Cloud, Customer Case Management and 24x7 support line
- Manage Ballard's global inventory of parts and repair facilities
Requirements:
- Technical Degree in Engineering or Science with 10+ years of directly related experience in the After Sales and customer support sector
- Strong understanding of or experience in the commercial vehicle product support market sector
- Excellent communication and presentation skills
- Excellent ability to excel in pressure situations
- Strong team leadership experience and capable of managing multiple cultures and customer types
- Able to remotely manage service offices in Europe and Asia and travel internationally up to 20% of the time
The following characteristics would be considered valuable assets:
- Analytical and capable of translating issues into tactical plans
- Strong understanding of the Commercial vehicle fleet operations and fuel cell technology
- Ability to speak multiple languages, ideally Mandarin
Ballard values diversity in the workplace and is committed to employment equity. We encourage applications from all qualified candidates.
Click here to view the full job posting.
Contact
Ballard
Canada
www.ballard.com
From the same category : sales
15 Jul, 2024
14 Jul, 2024
