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    Director of Customer Experience - Pittsburgh, United States - EPG

    EPG
    EPG Pittsburgh, United States

    1 week ago

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    Description

    Are you interested in growing a career in alternative fuels?


    EPG ) is currently seeking a full-time Director of Customer Experience for one of our partners that is in the clean energy sector. In this position, you will be central to helping fleets cut down on carbon emissions and reach their environmental sustainability targets. As the main face for customers using the company's fuel system technology, you'll connect their Customer Success, Field Services, and Engineering teams. The perfect fit will grasp electrical, mechanical, and software systems, be adept with installation and servicing tools, and be dedicated to representing the company superbly in customer interactions. You will also need to lead technically with customers and build strong relationships with truck OEMs to tackle challenges and provide solutions that improve the overall experience for all customers. There is a significant amount of travel required (~50%) Remote work will be considered for an exceptional candidate.


    Responsibilities

    • Establishing and supervising every operational aspect of the company's Customer Success and Field Service Teams.
    • Establishing, managing, and setting standards and protocols for communicating with customers.
    • Developing the roadmap for long-term Field Operations Projects and managing customer relationships.
    • Nurturing and sustaining important customer relationships with key stakeholders by promptly addressing their requests and ensuring they are directed to the appropriate parties.
    • Capable of devising and executing organizational priorities to achieve both short and long-term goals.
    • Offering strategic insights to the Leadership Team regarding growth objectives and risk assessments.
    • Acquiring proficiency in the company's system and its various components, encompassing electrical, software, and hardware aspects.
    • Producing thorough, clear, and well-written documents for both internal and external purposes.
    • Offering accessible and friendly communication to customers for troubleshooting and technical support through phone, email, or in-person interactions.
    • Investigating and addressing technical issues by utilizing both internal and external resources.


    Requirements

    • Bachelor's Degree in an engineering discipline or equivalent, and/or ASE Diesel certification or equivalent
    • 3+ years of management experience, particularly in functional cross-team situations
    • 5+ years of heavy-duty vehicle or equipment installation, diagnostic, and/or repair experience
    • Capable of understanding intricate product schematics and following detailed work instructions.
    • Proficient in various computer programs, including Microsoft Office and Project Tracking Software like Jira or ClickUp.
    • Excellent organizational skills, pattern recognition ability, and proactive issue resolution to prevent escalations.
    • Strong written and verbal communication skills, maintaining professionalism with colleagues and customers.
    • Analytical prowess and a collaborative mindset to solve problems alongside team members.
    • Skilled in creating and adhering to project timelines and deadlines, with the ability to reassess priorities when needed.
    • Take pride in delivering high-quality work that ensures customer satisfaction.
    • Prepared for physical tasks involving bending, climbing, lifting (up to 70lbs), and working in various environments like offices, outdoors, warehouses, and shops.
    • Comfortable working around different particulates, lubricants, and chemicals.
    • Valid driver's license with acceptable driving record
    • Willing to travel domestically as required (~50% of the time)
    • Flexible hours of availability

    Preferred

    • CDL a plus


    Benefits

    • Medical, Dental, Vision
    • Health Reimbursement Arrangement (HRA)
    • Discounted fitness memberships
    • Employee Assistance Program (EAP)
    • IRA retirement plan, employer match up to 3%
    • Unlimited PTO

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