This role owns the global Net Promotor Score (NPS) follow up program for Field Service and In-House Repair. This role will suggest and drive improvements in products, processes and procedures.

You will be responsible for:

Leading governance of IXS CIR process. Ensuring business rigor in following CIR program and suggest program modifications to streamline resolutions. Working with Problem Solving Ambassadors and other CIR case support personnel to achieve optimized outcomes.
Owning NPS follow up for Field Service and In house repair.
Coordinating development of Service related Technical Information Letters, Field Notifications, and Life Cycle Notifications and ensure proper distribution.
As a CIR case owner, establishing and maintaining contact with customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for IXS products globally. Specify case resolution needs, developing action plans, overseeing execution of plan, and communicating continually with customers throughout the life of a case.
Responsible for knowledge of product lines and business processes to navigate the organization for maximize outcomes.
Coaching and guiding others that own CIRs or have NPS follow up actions to find the most direct access to all appropriate internal functions to support the customer and modify business processes where gaps exist.
Working together with leadership across IXS to ensuring proper visibility and cross functional support to resolve customer and business issues.
Through root cause analysis and non-conformance analysis investigations of CIRs and NPS surveys, develop Lessons Learned, share with the business, and drive small teams to modify business processes to improve future outcomes.
Role has strong dotted line report to IXS Quality leader.

To be successful to your role:

Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in Services).
Minimum of 3 additional years of experience in Customer Service Management.
Strong oral and written communication skills as well as interpersonal and leadership skills.
Ability to influence others and lead small teams.
Lead initiatives of moderate scope and impact.
Effective problem identification and solution skills.

Applications from people with disabilities are welcome. Applicants with a disability are given preferential consideration in the case of equal qualifications.

Service Manager - Customer Service (d/f/m)