Director of Service Business Support
Miele Incorporated

Job Info

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Job Purpose

The Director of Service Business Support is responsible for leading the operational team by supporting the internal and external processes and systems utilized in the Miele Customer and Consumer Services organization. Managing the back-office activities for the service organization, this team provides support for Field Service, Technical Management, and the Contact Center. Based in Princeton, NJ the Director of Service Business Support will lead a team of 25+ employees supporting the activities of the Customer and Consumer service networks.

Essential Functions

• Provide support to the Regional Contact Center while managing the team handling 2nd level support activities.
• Support digital service initiatives (self-help for customers, call assistance, website, App).
• Manage the administration of Extended Warranty Contracts working with an external 3rd party (i.e. quotation, creation, cancellation, etc.).
• Manage the local spare parts business activities working with Logistics and Field Operations including the handling of General Data Protection Regulation (GDPR) requests (i.e. identify consumer, rectify business data, etc.).
• Create a positive and focused team environment promoting empowerment and good judgement while communicating with transparency and expecting high performance levels.
• Coach and develop team to internalize how their work impacts the broader Miele and Customer Service business goals.
• Work with the consumer services business unit to develop and maintain relevant standard operating procedures. Ensure employee adherence to procedures. Implement standard work practices & ensure cross training among areas to improve workforce flexibility.
• Interface with Miele IT and customer service business unit organizations to develop and support the complex business software utilized in the operation of the service organization.
• Lead cross-functional teams in process improvement activities that enhance Consumer Satisfaction while improving business profitability.
• Manage the follow-up and rework processing of service issues in a timely manner (i.e. cost estimates, appliance replacements, credit/debit note handling, credit checks, etc.).
• Master data management (i.e. business partner, conditions of series fault codes, price maintenance for spare parts, etc.).
• Distribute information material to consumers (e.g. brochures, catalogues, operating manuals, etc.).
• Oversee the cleansing of complex and time-consuming service cases.

Qualifications

• Minimum of 7-10 years Customer Service experience required with at least 3 -5 years at the manager level and 2-3 years directly managing supervisor level employees.
• Experience with multi-site call centers leading and supporting cross-functional activities.
• Experience supporting the service of consumer products (appliances, electronics) preferred.
• College degree or equivalent experience required-advanced degree(s) or certification(s) preferred.
• In-depth knowledge of customer relationship management software and call management systems required; SAAS, Avaya, SAP, Siebel, etc.
• Demonstrated excellence in communication (written and verbal) with internal and external customers.
• Ability to quickly resolve concerns and problems within the Department.
• Establishes a strong leadership presence by being involved, interacting with the service organization.
• Proven and demonstrable leadership, management and motivational skills.

Working Conditions

• This position will require occasional travel to other Miele business locations including Mexico, Germany and Canada.

Physical Requirements

• Ability to work within an office environment

Why you might like working here:

• You love autonomy and the accountability for results
• You like working for a family run company, market leader in the premium domestic appliance.
• You like working for a company that believes in the aspiration to do it forever better and to be forever better
• A competitive compensation package
• 100% covered Life and long-term disability insurance
• Wellness discounts on medical premiums
• 401k with company match
• Generous Employee Purchase program
• Wellness and volunteer Programs
• Engaging Employee Activities

ABOUT MIELE

What does it take for a family run company to become world market leader in the premium domestic appliance and commercial machine segment? It takes more than offering average products, run-of-the-mill service or short-sighted actions. It also requires the aspiration to do it forever better and to be forever better. This stance accounts for a good working environment at Miele and the success of our products.

Our colleagues can rest assured that those who live up to our standards of quality and professionalism grow personally and professionally. No matter if they are at entry levels or managers.

Miele asks a lot of its employees. They are expected to develop and manufacture worldwide market premium products that are "Immer Besser". In return, they receive the most valuable thing Miele can give them: that they themselves become "Immer Besser" - in all of their professional and personal abilities.

"Immer Besser" is therefore an entrepreneurial success principle from which customers and employees benefit in equal measure. We call this principle "MAKE IT BETTER. BE BETTER".

Miele is an Equal Opportunity Employer and supports and enforces a drug-free workplace. EOE/AA:M/F/D/V

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