Aspect employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values customer obsession, unlocked communications and relentless innovation. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

Job Description

GENERAL SCOPE & SUMMARY
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Working in a technical support facility or call center, incumbents ensure that customers receive the highest quality hot-line technical support. Responds to customer service inquiries regarding company products, features and/or services. Researches, documents and communicates recurring technical issues. Facilitates and coordinates Returned Material Authorization (RMA) as necessary. Will provide multiple levels of escalated support based on the complexity of the technical issue.

PRIMARY ROLE & RESPONSIBILITIES
* Leadership to inspire others to achieve high performance resulting in driving business results
* Recognize and remove interference to raise the capacity for high performance
* Engage, coach and assist with development guidance to achieve individual growth among the team and business results
* Sets business objectives for broad area of responsibility.
* Responsible for operation of activities of major significance to the organization.
* Requires functional expertise and broad company knowledge.
* Responsible for driving business objectives through a direct team, as well as through the disciplines of the organization as required.

Qualifications

SPECIALIZED KNOWLEDGE & SKILLS
* Ability to communicate complex information internally and externally.
* Strong customer service and teamwork skills. Professional demeanor to maintain and enhance relationships.
* Develops and establishes operational strategy and policies within broad area of responsibility.
* Works on abstract problems across functional areas of the business. Identifies and evaluates fundamental problems for major functional areas through assessment of intangible variables.
* Makes final decision(s) on administrative or operational matters and ensures operations' effective achievement of objectives. Ensures that budgets, schedules, and performance standards are realistically set and attained.

JOB REQUIREMENTS
* 5 + years managerial experience.
* Bachelor's degree in relevant field.
* Physical requirements include sitting for long periods of time.
Aspect is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans or any other legally protected group..