Manager - Warranty & Technical Support

This position exists to function as the technical support expert along with being the voice of Ember to our owners and dealers. The role will manage dealer and owner relationships through warranty and service support, develop effective supporting documentation, drive connectivity with cross functional teams and dealers, and ensure valued communication, interaction, and support for dealers and owners.

Essential Functions:

• Serve as the brand voice on the front line with all our dealers and owners through warranty and service.
• Develop customer satisfaction goals and ensure consistent adherence.
• Meet and maintain Ember standards and guidelines related to dealer and owner satisfaction.
• Train and coach dealers on techniques to ensure high standards of customer service are met.
• Develop technical procedures and documentation to support OX team, dealers, and owners.

• Collect and analyze data to drive improvements and minimize customer service costs throughout the OX function.
• Proactively identify and implement procedures and processes to support business goals.
• Collaborate with operations, quality, sales, management, and vendors to identify and resolve issues that negatively impact customer satisfaction.

• Respond directly and/or assist team members in the handling of communications regarding diagnosis, repair, and general technical advice.
• Manage and resolve advanced customer complaints received through internet, social media, consumer advocacy agencies, and other similar means.

Additional Functions:

• Compose formal written documentation including legal releases and other confidential agreements.
• Assist with processing claims and vendor chargebacks.

Required Knowledge, Skills & Abilities:

• Proven leadership experience in customer service capacity facilitating collaborative relationships in a fast-paced environment.
• Demonstrated leadership excellence through impactful team development, relationship building and cultivation, accountability/responsibility, a focus on team results, high ability to delegate, and a high level of emotional intelligence.
• Proven ability to develop and implement organization processes and procedures.
• Critical thinker with advance problem-solving skills and a strong initiative and openness for resolution while implementing improvements and identifying new and innovative opportunities.
• Results-oriented, data driven mindset with the ability to make difficult decisions.
• Exceptional organizational skills with the ability to manage and prioritize tasks as well as strong technical, interpersonal, and analytical skills.
• Excellent written and verbal communication skills demonstrating the ability to communicate effectively and persuasively to achieve cooperation and desired results.
• Outstanding negotiation and persuasive skills, passion for and ability to develop and execute negotiation strategies minimizing potential losses and benefiting Ember’s financial performance.
• Ability to appropriately handle situations involving elevated confidentiality levels as litigation is resolved and high dollar settlement amounts are negotiated; working directly with legal counsel may be required.
• Eagerness to collaborate with a positive attitude while interacting with the entire team.
• Commitment to quality, customer satisfaction, and a better ownership experience.
• Proficiency in MS Office and NetSuite/ERP systems or other software.
• Bachelor’s degree preferred.

Physical Demands/Working Conditions

• This position requires light physical activity performing non-strenuous daily activities of an administrative nature.
• This may require sitting, standing, working in front of a computer monitor approximately 90% of the day.
• This position requires the use of hands and fingers to operate office equipment, ability to reach with hands and arms, etc.
• This position may require lifting up to 25 pounds occasionally.
• This is a full-time position, which may require some flexibility in hours or days worked and may occasionally require some overnight travel.
• Regular attendance is essential.

Management reserves the right to assign or reassign job duties and responsibilities at any time.

Please include your interview availability as well as your salary requirements for this role when applying.