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Sr Manager, Customer Support Center

Date: Dec 5, 2021

Location: Austin, TX, US, 78728

Company: Dover Corporation

Job Requisition ID: 39656 

Department: Manuf. & Operations (DEPT_MFGOP) 

 

Dover Fueling Solutions (DFS), comprised of the most trusted names in the fuel industry, are global leaders in driving innovation for over 100 years. DFS, the industry's 1st end-to-end fueling solution, provides advanced fuel-dispensing equipment, including systems and payment, automatic tank gauging and wet stock-management solutions. The DFS business is comprised of industry leading brands including Tokheim, Wayne Fueling Systems, Fairbanks, ProGauge, ClearView and OPW Fuel Management Systems. We lead every market we serve with focused expertise, progressive thinking and customer-inspired innovation in order to push the boundaries of performance for our customers and shareholders. To learn more about DFS, visit www.doverfuelingsolutions.com. DFS is part of the Fluids segment of Dover Corporation (NYSE: DOV).

 

Dover Fueling Solutions (DFS) is enabling the evolution of the consumer experience in fueling and convenience retail.  We are comprised of the most trusted brands in the market and created the industry’s first end-to-end digital platform. DFS provides digital solutions and associated equipment for fuel dispensing, payment, automatic tank gauging, wetstock management, remote monitoring and diagnostics, enhanced consumer experience, among others. We are motivated by our culture of cultivating excellence and growth for our people and our company. We are a team committed to doing great things, collaborating to deliver exceptional business results for our customers through disruptive innovation. Develop a career that excites you with Dover Fueling Solutions!

 

Position Summary

 

We are looking for a customer centric driven leader who sees themselves on the leadership career path within a growing technology and product leadership business. You have an innate ability to lead a large team of support technicians to better performance, KPI metrics and overall improved service quality and customer satisfaction. Your strategic and forward-thinking mindset allows you to have an intimate understanding of our business and customers. It is through this mindset that you are able to develop opportunities within our support center to improve scalability, troubleshooting techniques, data analysis and process improvements. Your excellence in communication and interpersonal skills should be matched by your desire to drive, develop and grow your team into a world class support organization.

 

In pursuit of our vision to become a technology leader in the fueling sector, you should also have a passion for innovation and the technical aptitude to automate and drive processes forward. This is a great opportunity for those who crave a good challenge and thrive off of seeing their ideas and capabilities put into motion.

 

 

Responsibilities

 

  • Lead the vision, culture and delivery of the North America customer support center ensuring all members of the organization understand the strategic vision of the team, how their goals and objectives support the success of the business and what they are ultimately accountable for each day  
  • Develop leadership capabilities within the organization, ensuring that supervisors and team leads are providing proper performance management, mentoring, coaching and a customer centric culture
  • Review and approve staffing schedules to ensure that staffing meets the demand
  • Establish challenging and rewarding KPIs for the team in compliance with customer Service Level Agreements (SLAs), strategic initiatives and cost reduction objectives
  • Solve complex customer service issues and proactively prevent negative service trends
  • Assess current business procedures/service tools and formulate recommendations to introduce technology that will increase efficiency and improve the customer experience
  • Identify and implement process improvements
  • Drive improvement through strategic KPIs, technology and a customer centric focus
  • Stay current on the latest industry trends and techniques
  • Manage the more complex customer issues and serve as the point of contact for customer escalations
  • Communicate policies and become the primary information source for staff; following up to ensure compliance and consistency and taking corrective action as necessary

 

Requirements:

 

  • Bachelor’s degree in Business Administration, Engineering or related field  
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication and conflict resolution skills
  • Demonstrated history of having made significant technological and business process improvements within an organization and cross functional environments
  • Exceptional skills in data manipulation and analysis
  • Ability to drive organizational change using sound reasoning, business facts and relevant data
  • Proven ability to work in an ambiguous, fast paced and high-pressure environment
  • Understanding the fueling sector, industry trends and customer segments or similar is a key advantage to being successful

 

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

 

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Texas : Austin

 


Nearest Major Market: Austin

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