InFocus - Customer Service Director
the Clients of Red Zone HR Solutions - Portland, OR

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Be Part of the InFocus Team! InFocus Corporation is the industry pioneer and a global leader in the visual communication market. Our digital displays make bright ideas brilliant everywhere people gather to communicate and be entertained -- in meetings, presentations, classrooms, and living rooms around the world. Backed by more than 20 years of experience and innovation in digital display technology, InFocus is dedicated to setting the industry standard for large format digital displays.

Our new Mondopad is changing the way companies collaborate between offices and locations. We are looking for hard working, enthusiastic, motivated individual to be part of the InFocus team. We offer a competitive salary and generous commission program; you control your earnings by your successes. InFocus provides a top notch benefits package and is committed to providing professional growth to team members that are interested in the challenge.

Director of Customer Service The Director of Customer Service defines and implements InFocus ’ global service strategy working in conjunction with Product Marketing and Sales. Plans and directs all aspects of global Customer Service, including policies, objectives, initiatives, and all functions related to the customer contact center, service engineering, warranty cost management, service data/reporting, and Authorized Service Centers operations and management. This role is responsible for global customer satisfaction and retention and will develop customer service as a core competency that differentiates InFocus from the competition. Responsibilities: Develops and leads competitive, cost effective, world class service strategies Provides strategic direction for service operations Develops creative and innovative service and solutions programs, to support all products, in all marketing and sales channels worldwide Develops and leads proactive programs with Design, Quality and Field Service to reduce product warranty costs Partners with Product Marketing, Sales, and Supply Chain Management to ensure regular escalation path and prioritization of resources necessary to focus on critical areas impacting customers and partners Manages Authorized Service Center network on a global basis Develops and drive Service " Support contracts with customers, service " product suppliers Define and expand service-related data reporting and management capabilities Manage and measure ongoing warranty, support and service costs Manage and measure customer satisfaction and customer contact center statistics Develop an environment, which encourages maximum productivity, personal growth, open communications and teamwork Qualifications: Demonstrated ability to interact with senior and executive management on matters of critical financial performance to the company Thorough understanding of service delivery operations and strong understanding of geographical differences of partner delivered service models Must possess excellent written, verbal communication, and leadership skills Has demonstrated his/her endorsement of fundamental quality system standards and a high level of commitment to customer satisfaction and quality products/processes Excellent understanding of financial practices and demonstrated business management skills Position requires the ability to work in an individual and team environment with peers and superiors.

Motivate and promote teamwork. Exercise good judgment, initiative, and tact working with employees, management and business partners. The ability to work flexible schedules, as required. Maintain extensive and effective communications with internal and external contacts.

Ability to handle some confidential and sensitive information. Decisions made may have a significant impact on asset use and operational effectiveness. Education and Experience Requirements: Bachelor degree in business or equivalent work-related experiences 7 - 10 years experience of leading the customer service organization in technology-based company including experience managing a Customer Contact Center, managing service repair in a product company and managing parts planning, procurement, and inventory Strong experience dealing directly with contract manufacturers in China/Asia Hands-on experience with CRM and ERP tools such as Oracle, Siemens, SAP, Dynamics AX, Dynamics CRM Visit the InFocus corporate website for more information about the company: InFocus is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veteran status, sexual orientation, or any other protected factor.