Service Operations Director

*** First 6 months in house, with the option to go hybrid afterwards (2-3 days in the office).

Here's a unique opportunity to become part of something special.

At PRC-Saltillo, we have a mission to provide voices to children and adults who are unable to communicate effectively with their natural voices. Each year, we provide voices to thousands of individuals through our specialized communication devices and software. We serve individuals with Autism, ALS, Cerebral Palsy, Aphasia and a variety of other conditions. Our products not only provide the ability to speak, but open opportunities for education, vocation and simply fuller participation in life.

All applicants need to go to our website to apply

Position Summary: The Technical Service Director leads the department, ensuring high-quality repair services, and technical phone support. This role develops strategies to enhance global technical support, productivity, and customer satisfaction. Responsibilities include managing the annual budget, improving call response times, increasing device repairs, and providing ongoing training to staff. The Director ensures compliance with industry standards and fosters a collaborative, innovative team environment. Strong leadership, technical expertise, and customer understanding are essential. Building and maintaining relationships with clients and internal teams, both globally and domestically, is crucial to uphold the department's excellence.

Duties and Responsibilities:

• Leads and manages the technical service team, providing mentorship, training, and performance evaluations.

• Sets clear goals and expectations for the team, ensuring that technical service operations align with Company objectives.

• Fosters a collaborative and innovative team culture to drive performance improvements and efficiency.

• Ensures that technical support services are delivered in a timely, effective, and professional manner.

• Acts as the point of contact for escalation on high-priority or complex technical issues.

• Develops and maintains customer relationships by providing superior service and resolving issues to customers' satisfaction.

• Develops and executes strategies for optimizing the delivery of technical services, including the introduction of new technologies or tools to improve service quality and efficiency.

• Oversees the development and implementation of service processes, standards, and metrics to meet compliance requirements.

• Analyzes service performance data to drive improvement and achieve key performance indicator (KPI) targets.

• Develops contingency plans and strategies to mitigate technical risks and downtime.

• Oversees the budgeting and allocation of resources for the technical service department to effectively meet customer needs.

• Drives continuous improvement in service processes, technology, and customer satisfaction.

• Standardizes key performance indicators (KPI's) used at the Company and all subsidiaries.

• Collects and evaluates phone call, repair data globally and any other type of customer feedback.

• Collaborates with other subsidiaries' Service Department to develop strategies to improve customer satisfaction.

• Works closely with other departments to provide feedback and analysis on customer concerns and issues.

• Performs other duties as assigned.

Required Skills/Abilities:

• Strong leadership and team management skill.

• Ability to build, develop, and mentor a team capable of achieving goals and objectives.

• Strong analytical and organizational skills, including the ability to delegate effectively and the ability to handle a wide variety of activities.

• Excellent communication, problem-solving, and interpersonal skills.

• Ability to deal with difficult situations in a tactful and effective manner.

• Self-starter with the ability to work well with minimal supervision.

• Team player with the ability to work well with all levels inside and outside the organization.

• Flexible, with the ability to continuously adapt to a fast paced, rapidly changing environment.

• Ability to drive change and innovation within a technical service team.

Education and Experience:

• Bachelor's Degree in Engineering / Electronics, Computer Science, Information Technology or related field or equivalent education/work experience is required. A Master's Degree is preferred.

• Eight years of supervisory experience is required.

• Five years of experience in Call Center / Help Desk support or related customer service activities is required.

• Previous experience with PRC-Saltillo equipment or an Electronics manufacturer is plus.

• Experience in managing a budget is recommended.