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Product Support Manager in Indianapolis, IN at Delta Faucet Company

Date Posted: 11/29/2018

Job Snapshot

Job Description

Job Description

The Product Support Manager is responsible for the leadership, development, and oversight of the Product Analyst team.  The goal of this position is to motivate and empower the team to provide the best customer service and look for ways to improve the customer experience.  You will be a champion for the team and the Customer Solutions department inside of DFC and seek opportunities to continuously improve our service.

You will also ensure compliance with company policies and procedures while establishing a consistent and fair application of those guidelines.  This position requires an individual to have flexibility on policies to work with the customer and understand the focus on our business requirements.  It is important that you have the willingness to participate in or lead cross-functional projects.

Responsibilities: 

  • Team recruitment, retention, training, and development and ensuring they are proficient on product and systems knowledge
  • Use existing relationships and establish new ones to develop a culture of service and elevate the performance of the team, department, and company
  • Ownership of daily team activities, which includes technical product troubleshooting and ensuring policies are followed with consideration to customer circumstances
  • Provide dedicated solutions to potential issues and collaborate with Product Marketing and NPD teams
  • Provide cross functional support for M&I’s, systems, customer events, consumer support, and contact center training
  • Team metrics reporting and analysis measured on criteria such as team availability for customer phone calls, service level for call volume and email response time, running and analyzing reports for specific customer metrics to provide customer/agency satisfaction
  • Handle urgent concerns of Customer Solutions teams, contact centers, and President escalations support

Education and Experience:

  • Bachelor’s degree from a 4-year college or university
  • 3-5 years of customer service experience and/or training, or equivalent combination of education and experience
  • Expert knowledge of Delta’s product lines or plumbing products
  • Systems proficiency (SAP, Salesforce, and MS Office)

Shift

Full or Part Time

Full time

Delta Faucet Company is an equal opportunity employer. Applicants are considered for all positions without regard to race, color, religion, gender, sexual orientation, protected status as a veteran, national origin, age, disability, genetic information, gender identity, or any other legally protected status under federal, state or local law.

Delta Faucet Company is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish


E-verify Right to Work Poster: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.