Job Description
Customer Success Manager
JETCOOL Technologies is seeking an experienced Customer Success Manager to lead the newly formed customer service and support function for all Jetcool products. Strong preference will be given to those with a proven track record of implementing global service solutions for geographically dispersed customers.
JETCOOL Technologies is a fast-moving technology company spun out of MIT and now a member of the Flex family. Our technology provides game-changing cooling solutions for aerospace, electric vehicles, and data centers. Join us to be part of one of today’s fastest growing industries, while having a positive impact on society sustainability through innovative technologies.
Duties/Responsibilities:
- Working in collaboration with Jetcool and Flex Global Support Services, Operations and Finance, implement level 1, 2 and 3 service and support solutions that ensure customer up-time meets all SLA contractual requirements
- Participate in the implementation and growth of the combined Jetcool and Flex call center, ticketing system and field technician dispatch solutions and systems
- Ensure warranty tracking and history is accurate, actionable and effective for customers and Jetcool alike
- Ensure on-line training and issue resolution content is up to date for all fielded products and adapted to the needs of all stakeholders
- Working with Sales, ensure spares management, sparing levels, and spares stocking locations are aligned with SLA response times and Jetcool spares inventory investment guidelines
- Track, manage and publish on-going customer satisfaction, product deployment and field performance history KPI’s
- Provide on-going predictive analyses on field deployment experiences to aid in improving product quality, service deployment and reducing in-warranty costs
Required Skills/Abilities:
- Demonstrated experience implementing, maturing and growing global customer support services
- Possess P&L experience managing customer success programs for in and out of warranty environments
- Experience working with and managing third party support services, specifically call centers, ticketing systems, break/fix and preventative maintenance services
- Demonstrated experience designing and implementing dashboard driven KPI’s
- Experience working with geographically dispersed internal and external partners and stakeholders
- Experience working collaboratively with Design Engineering, Manufacturing and External Partners during aggressive time to market NPI programs
- Ability to work in a fast-paced environment while delivering on commitments.
Education and Experience:
- 4-year college degree, masters preferred
- Minimum of 8-10 years relevant industry experience
- Experience working with electro-mechanical systems consisting of fluids and pumps.
- Experience working with PLM, ERP and CRM systems
Physical Requirements:
- Sitting: 50%
- Standing: 50%
- Walking: 50%
- Visual: 100%
- Auditory: 100%
- Driving: 15%
- Lifting: 50%
- Travel to domestic and international suppliers, 20-40%