Manager, Customer Support - Proterra : Job Details

About Proterra

Designed and assembled in the United States, Proterra's innovative battery platform offers industry-leading energy density, durability, performance and safety systems - enabling Proterra EV batteries to be the premium choice for commercial vehicles and industrial equipment.

Proterra's battery technology offers industry-leading energy density, safety systems, and durability. Proudly designed in Silicon Valley and assembled in Greer, South Carolina, Proterra batteries are the premier choice to electrify commercial vehicles ranging from buses and trucks to construction equipment and more. Proterra is building innovative battery technology to power a better, more sustainable world.

Position Overview:

This position will manage Proterra's Field Service, Aftermarket Parts, and Product/Customer Support teams. This role is critical for ensuring the highest quality of support for our customers and for maintaining the exceptional reliability and performance of Proterra's products. The ideal candidate will be a skilled leader with a strong background in customer service, capable of managing diverse teams and driving customer satisfaction through effective service solutions. This position will report to the Director of Service Engineering and Customer Support.

About the Role - You will:

* Team Development and Leadership:

* Hire, train, and manage customer support staff across different teams, fostering an environment of growth and professional development.

* Set clear team goals and performance metrics and evaluate team performance to ensure high levels of customer service.

* Encourage a culture of continuous improvement, innovation, and customer focus.

* Develop, implement, and track KPI's for each team to monitor performance and report monthly to Director of Customer Service Engineering and Customer Support.

* Develop, implement, and maintain processes and procedures in the Proterra Quality Management System.

* Identifies, designs, and implements improved processes with support and in support of cross functional teams.

* Field Service Management:

* Oversee the field service team to ensure timely and effective technical support and maintenance services are provided to customers.

* Develop strategies to enhance service delivery and improve response times.

* Coordinate with the logistics and supply chain teams to ensure necessary tools and parts are available for field operations.

* Attend customer meetings and calls as needed to support organization and support of repair initiatives.

* Ensure that Field Service activities are efficient and effective, with a focus on Customer Experience.

* Aftermarket Parts Supervision:

* Manage the aftermarket parts team to ensure the availability and distribution of necessary parts for Proterra vehicles.

* Implement inventory management practices that ensure parts availability while controlling costs.

* Work with suppliers and the procurement team to optimize parts supply and logistics.

* Product Support Leadership:

* Lead the product support team in providing technical assistance and problem-solving solutions for customers.

* Develop comprehensive support resources, including manuals, FAQs, and training materials.

* Monitor product performance and customer feedback to identify areas for improvement and report back to the product development teams.

* Warranty Administration:

* Oversee the warranty administration team to manage warranties efficiently and ensure compliance with all terms.

* Develop and maintain a system for tracking warranty claims, resolutions, and customer communications.

* Work closely with engineering, manufacturing, and quality teams to report and resolve recurring product issues.

* Customer Relationship Management:

* Develop strong relationships with key customers, understanding their needs and ensuring their satisfaction with Proterra's support services.

* Handle complex customer issues or complaints, providing solutions that align with company policies and customer expectations.

* Represent the voice of the customer within internal strategy meetings to influence product improvements and service strategies.

Your Experience Includes:

* Bachelor's degree in Business Administration, Engineering, or a related field; Master's degree preferred. Equivalent professional experience may be substituted or education.

* At least 10 years of experience in customer support, field service management, or a related area, with 5+ years in a managerial role.

* Proven track record of leading customer support and/or service teams and improving customer satisfaction.

* Strong technical understanding of automotive or electromotive systems, with specific knowledge of electric vehicles being a plus.

* Excellent organizational and leadership abilities, with strong communication and interpersonal skills.

* Experience with CRM software and service management systems.

* Physical Demands

* May work various shifts as needed; may be requested to travel to different locations.

* Lifting up to 25 pounds and occasionally 50 pounds.

* Able to walk, stand, crouch, bench, kneel, lift, carry and reach as needed in large and tight spaces.

* Good eye/hand coordination and ability to identify color variations, depth perceptions and close or distance visual items.

* Manual dexterity with occasional repetitive finger motion.

* Environmental Demands

* Ability to work in manufacturing environment with extreme heat and cold conditions.

* Wear protective clothing or respiratory protective equipment.

* Works with irritant chemicals, gases, etc.

Location: Greer, SC (Hybrid/Remote)

Travel: 0 - 15%

Proterra is an Equal Employment Opportunity Employer, providing equal employment opportunities to all Employees and applicants for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation or any other characteristic protected by applicable federal, state, or local law or ordinance. Proterra participates in the Electronic Employment Verification Program (E-Verify).

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