Job Title: Customer Support & Training Director NAM

Location: Irvine, CA

Employment Type: full-time

Work Shift: Hybrid

Reporting to the VP Customer Success, you will guarantee the smooth running of Customer Support and Training activities on all products marketed by ETAP for North America

Key responsibilities 

• Drive the implementation of the support strategy in North America and for ETAP software (channels, support levels, IT tools)
• Set up and manage the organization to provide fast answers to customers’ queries via the different channels (phone, portal, emails).
• Put in place Customer Satisfaction monitoring and relevant action plans
• Set up performance indicators and a monthly dashboard reporting the Support’s activities. Share the dashboard with the relevant stakeholders
• Analyze problems reported by customers: register anomalies and improvement requests, report anomalies to the Engineering Department, and improvement requests to the Portfolio department
• Contact dissatisfied customers to put in place corrective plans
• Set up interventions on customers’ sites when required

 Training

• Drive the implementation of the customer training strategy in North America and for ETAP software (delivery models, content, IT tools)
• Set up and manage the organization to provide efficient training to customers so that they achieve faster time to value with our software
• Schedule training sessions in collaboration with the Sales Department, considering the needs raised by the sales department, the schedule of the trainers, their skills, and the customer’s needs
• Put in place Customer Satisfaction monitoring and relevant action plans.
• Set up performance indicators and evaluate performance to ensure that training is meeting customer needs.

As Head of the department:

• Follow up and manage the Department staff (activities, internal communication, training, transfers, recruitment, promotions, …)
• Drive allocation of engineering resources to answer tickets or deliver training
• Manage the skills of your team to carry out the missions entrusted to your department.
• Control the expenses of the department
• Support the Engineering department for testing ETAP products

Essential requirements 

• Bachelor +5 (Master) / electrical engineering ;
• Fluent in English (written and oral)
• Minimum 10 years of experience.

Desired skills 

• Experience in electrical installation design (in a panel builder, engineering or equivalent, equipment manufacturer);
• Practical knowledge of electrical equipment;
• Demonstrate a focus on customer satisfaction.
• Demonstrate excellent organization.
• Be quick and responsive;
• Know how to talk to and mentor your team;
• Ability to meet and maintain service commitments.