Director of Customer Satisfaction and Service

Ingersoll Rand is a $8 billion diversified industrial firm providing integrated solutions to industries ranging from transportation and manufacturing to food retailing, construction and agriculture. Driven by a 100-year-old heritage of technological innovation, we help companies be more productive, efficient, and innovative. We have opportunities for career growth through our diverse businesses, which manufacture many well-recognized brands including Schlage, Club Car, Thermo King, Hussmann, and Ingersoll Rand. In every line of business-from climate control to security-Ingersoll Rand enables companies and their customers to inspire progress. For more information about Ingersoll Rand visit www.ingersollrand.com

From its market-leading electronic and biometric access control systems to personal scheduling systems and architectural hardware such as steel doors and frames, our Security Technologies sector helps make the places we live, work and play safe, secure and productive.

Aligns the Customer Service Organization to respective business unit strategies and overall sector objectives, acting as a liaison between sales, marketing, and operations. Leads Customer Service management, enabling managers, supervisors and associates to provide excellent customer care through new technologies, continuous process improvement, and skill development.

Percentage of Travel:40
Min. Yrs. Experience:7
Education Standard:Bachelors
Education Type:Business

Responsible for establishing the vision and creating, communicating and implementing annual and long range strategic plans that support the achievement of business goals.

• Create operational excellence in the Customer Service Organization, including such aspects as process flow, data integrity, information alignment, and continual improvements and initiatives.

• Utilize the Performance Management Process (PMP) to develop staffing strategies, metrics, improvement objectives and development goals for organization, driving accountability across functional areas – operations, marketing and sales.

• Develop and manage budgets that allow for future growth and explore opportunities to positively affect revenue or costs at no loss in perceived customer service.

• Represent the customer and the customer service organization’s interest in other areas of the corporation, while ensuring organizational compliance with company directives.

• Responsible for employee satisfaction and development, including such aspects as coaching, mentoring, deployment, rewards and recognition.

• Promote a learning environment, open to change.

• Gather information on the “voice of the customer,” developing and maintaining customer intimacy and relaying this information back to the organization.

Lead sectors efforts on creating and sustaining high customer satisfaction levels and interfaces with Customer Value EFA team to ensure alignment with corporate activities in this area.

If you share our passion for inspiring progress-for bringing about bold shifts in how people, economies and societies operate-then you belong with Ingersoll Rand. Ingersoll Rand is committed to a diverse workforce and is an Equal Opportunity Employer. Unsolicited resumes from third parties will not be accepted.
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