Global Director of Product Care

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Job description

AT3 Staffing is in search of a Global Director of Product Care for a FAST-GROWING manufacturer based in Los Angeles, CA. The Global Director of Product Care is responsible for managing warranties, maintenance, and repairs for all of their products. This position will be responsible for providing gold standard warranty and repair to their customers, distributors, and end-users to drive operational excellence, revenue growth and profitability across the business.

The successful candidate will be a strong leader with a proven track record of leading a global team. This role will also require experience interfacing with leadership counterparts throughout the organization and will be a self-starter with a track record of consistently delivering high quality results in a fast-paced culture.

Ideally, the candidate will have consumer products, electronics, printing, or copier industry experience. The Director of Product Care is a newly created role due to growth and offers an amazing compensation structure, VERY competitive benefits, equity, and a fabulous culture.

Responsibilities include:

• Solve customer issues in the most expedient way possible
• Work with stakeholders to develop and implement a Life-cycle product sustainment plan
• Thrive on the challenge to scale a global team that ensures high levels of productivity and operational excellence
• Build a worldwide highly skilled and trained agile team
• Leverage predictive analysis tools to make the business as predictable as possible
• Design and implement business models that maximize productivity with results that exceed the highest standards in service delivery
• Pursue excellence by any means possible including reaching out to all other parts of the business systematically to gather information and share outcomes
• Build communication loops and processes to track product issues and to find via solutions to bring them to a for the customer who raises the concern and all our customers worldwide
• Strong leader to manage outside partners and our equipment manufacturers, inspire high standards among repair techs, and manage returns in a timely manner

Requirements/Qualifications:

• 10 years of progressive management experience plus at least 5 years of strategic leadership that includes service excellence on a large scale across multiple locations
• Excellent organizational, leadership, verbal, and written communication skills
• Knowledgeable of basic forecasting, accounting, and financial principles
• Understanding of ERP systems and other technologies needed to run a gold standard high tech product repair business
• Comprehensive understanding of parts Supply Chain Planning and Management
• Attention to detail and data driven
• Bachelor's degree in applied science, engineering, or equivalent experience in a service industry
• Analytical skills
• Project coordination skills