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Posted : Tuesday, October 31, 2023 02:06 AM
Overview:
Care Center Manager- Technical Services
Who We Are:
Lippert is a leading, global manufacturer and supplier of highly engineered products and customized solutions, dedicated to shaping, growing and bettering the RV, marine, automotive, commercial vehicle and building products industries.
We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.
Why We are Different: At Lippert, Everyone Matters.
This is not just a tagline or empty promise; it is who we are.
We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences.
We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.
What You will Get: A unique, inclusive and supportive company culture.
Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more! Fair and competitive compensation.
Career development and mentoring and opportunities to grow.
Holiday, personal and vacation days.
Summary/Objective: The Care Center Technical Service Manager is responsible for performing a full range of customer-service-oriented telephone, e-mail, and web support activities as directed by the Lippert Customer Care Center.
Strong customer service skills are essential to providing the highest level of support through various customer touchpoints.
Strong technical aptitude and the ability to learn multiple product lines is essential to this position.
The Care Center Technical Service Manager ensures customer satisfaction by leading a large team of individuals providing quality service, identifying customer needs, and assisting them with issues/concerns related to their RV needs.
In this critical role, you will be leading a large team of individuals, organized into multiple product groups that support Lippert’s RV, Utility Vehicle and Specialty Vehicle business.
Duties and Responsibilities: Must able to lead large teams divided by product and support escalations Technical problem solving or troubleshooting with Lippert product A high aptitude for product technical specs and mechanical features is needed Must be able to manage new hire training, ongoing team training and work to strengthen the team as a whole Must be able to handle a fast-paced environment that is change-oriented A high aptitude for systems including phones, CRM, ERP, and various Microsoft tools such as Teams, Excel, Outlook and PowerPoint is required.
Help to establish strong relationships with independent RV technicians Research, identify, understand requests, and place callbacks as required Analyze customer concerns, determine impact, and take appropriate action to resolve the problem the customer is experiencing.
Escalate and partner with Lippert Customer Care leadership and supporting leadership groups within Lippert such as warranty, production, technical institute or warranty to identify trends affecting our customers and develop resolutions in resolving continuing issues Serve as an escalation point for team experienced/knowledgeable communication center associates Perform various administrative functions as needed to support department and business objectives Working Conditions: Primarily working indoors, office environment.
May sit for several hours at a time.
Prolonged exposure to computer screens.
Repetitive use of hands to operate computers, printers, and copiers.
Qualifications: Bachelor’s Degree preferred 5+ years leadership experience 5+ years customer service or technical service experience Competencies: Strong communication skills both verbal and written Coaching change management Growth Mindset Organizational skills Initiative Technical knowledge Drives performance Navigating escalated scenarios Supervisory Responsibility: The Care Center Manager- Technical Services leads a team of 50 or more team members Physical Demands: While performing the duties of this job, the Team Member is regularly required to talk and hear.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time salary position, and hours/days of work are decided by customer demand and the industry.
Travel: Travel will be minimal and would be primarily local during the business day Preferred Education and Experience: Electrical experience RV experience Management/Leadership experience Prior Call Center experience Work Authorization/Security Clearance: Must be legally authorized to work in the United States.
AAP/EEO Statement: Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.
This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.
All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.
Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.
Compliance with the letter and spirit of this policy is required of all team members.
Violations of this policy should be immediately reported to your leader or to any member of leadership.
Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job.
Duties, responsibilities, and activities may change at any time with or without notice.
Pay Group : AAP/EEO Statement: Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.
This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.
All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.
Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.
Compliance with the letter and spirit of this policy is required of all team members.
Violations of this policy should be immediately reported to your leader or to any member of leadership.
Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.
We combine our strategic manufacturing capabilities with the power of our winning team culture to deliver unrivaled customer service, award-winning innovation and premium products to all of our customers.
Why We are Different: At Lippert, Everyone Matters.
This is not just a tagline or empty promise; it is who we are.
We have intentionally created a culture that values and celebrates our team members’ unique and varied backgrounds, perspectives, and experiences.
We strive to give our team members a deeper sense of purpose at work, and we continue to build a better work environment by aligning our cultural and business strategies with the needs of our team members.
What You will Get: A unique, inclusive and supportive company culture.
Comprehensive benefit offerings including medical, dental, vision, 401k with employer match, vacation, and more! Fair and competitive compensation.
Career development and mentoring and opportunities to grow.
Holiday, personal and vacation days.
Summary/Objective: The Care Center Technical Service Manager is responsible for performing a full range of customer-service-oriented telephone, e-mail, and web support activities as directed by the Lippert Customer Care Center.
Strong customer service skills are essential to providing the highest level of support through various customer touchpoints.
Strong technical aptitude and the ability to learn multiple product lines is essential to this position.
The Care Center Technical Service Manager ensures customer satisfaction by leading a large team of individuals providing quality service, identifying customer needs, and assisting them with issues/concerns related to their RV needs.
In this critical role, you will be leading a large team of individuals, organized into multiple product groups that support Lippert’s RV, Utility Vehicle and Specialty Vehicle business.
Duties and Responsibilities: Must able to lead large teams divided by product and support escalations Technical problem solving or troubleshooting with Lippert product A high aptitude for product technical specs and mechanical features is needed Must be able to manage new hire training, ongoing team training and work to strengthen the team as a whole Must be able to handle a fast-paced environment that is change-oriented A high aptitude for systems including phones, CRM, ERP, and various Microsoft tools such as Teams, Excel, Outlook and PowerPoint is required.
Help to establish strong relationships with independent RV technicians Research, identify, understand requests, and place callbacks as required Analyze customer concerns, determine impact, and take appropriate action to resolve the problem the customer is experiencing.
Escalate and partner with Lippert Customer Care leadership and supporting leadership groups within Lippert such as warranty, production, technical institute or warranty to identify trends affecting our customers and develop resolutions in resolving continuing issues Serve as an escalation point for team experienced/knowledgeable communication center associates Perform various administrative functions as needed to support department and business objectives Working Conditions: Primarily working indoors, office environment.
May sit for several hours at a time.
Prolonged exposure to computer screens.
Repetitive use of hands to operate computers, printers, and copiers.
Qualifications: Bachelor’s Degree preferred 5+ years leadership experience 5+ years customer service or technical service experience Competencies: Strong communication skills both verbal and written Coaching change management Growth Mindset Organizational skills Initiative Technical knowledge Drives performance Navigating escalated scenarios Supervisory Responsibility: The Care Center Manager- Technical Services leads a team of 50 or more team members Physical Demands: While performing the duties of this job, the Team Member is regularly required to talk and hear.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type/Expected Hours of Work: This is a full-time salary position, and hours/days of work are decided by customer demand and the industry.
Travel: Travel will be minimal and would be primarily local during the business day Preferred Education and Experience: Electrical experience RV experience Management/Leadership experience Prior Call Center experience Work Authorization/Security Clearance: Must be legally authorized to work in the United States.
AAP/EEO Statement: Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.
This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.
All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.
Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.
Compliance with the letter and spirit of this policy is required of all team members.
Violations of this policy should be immediately reported to your leader or to any member of leadership.
Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member for this job.
Duties, responsibilities, and activities may change at any time with or without notice.
Pay Group : AAP/EEO Statement: Lippert provides equal employment opportunity to all team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, ancestry, age, genetic information, disability, citizen status, protected veteran status, military service, marital status or any other legally protected category as established by federal, state, or local law.
This policy governs all employment decisions, including recruitment, hiring, job assignment, compensation, training, promotion, discipline, transfer, leave-of-absence, access to benefits, layoff, recall, termination and other personnel matters.
All employment and personnel-related decisions are based solely upon legitimate, job-related factors, such as skill, ability, past performance, and length of service with Lippert.
Lippert’s strong commitment to equal employment opportunity requires a commitment by each individual team member.
Compliance with the letter and spirit of this policy is required of all team members.
Violations of this policy should be immediately reported to your leader or to any member of leadership.
Team members who violate this policy will be subject to disciplinary action, up to and including termination of employment.
• Phone : NA
• Location : 1902 W Sample St, South Bend, IN
• Post ID: 9121204524
