System One is actively seeking a Parts Customer Support Director for a permanent position located onsite in Bremerton, Washington. The Customer Support Director is responsible for development, quoting, and management of service and parts sales for the Company. The Customer Support Director works with resources from across the Company to manage customer relationships that support and enhance the company's brand and reputation by providing the highest level of Customer Service while ensuring related financial goals are achieved. They will also oversee boat operations. Customer Support Director Responsibilities: + Develops, recommends, and implements customer-focused systems and services. + Aligns customer support organization and resources with Company culture. + Maintains the company's reputation and brand through interactions with customers. + Hires, oversees, and manages an internal team of customer support specialists (Service/Parts Quoting, Sales, Training, and Warranty). + Identifies, qualifies, and manages network of contractors and other external service providers + Establishes standards and best practices for Customer response times and overall service quality and expectations. + Measures, monitors, and reports results to management team. + Oversees administrative functions related to Customer Support Department for reporting, database management, budgeting, and historical project/quoting information. + Communicates customer concerns, issues, and suggestions that may impact other boats in production or in service to minimize future issues/costs. + Collects and communicates customer feedback to enhance products and services. + Responsible for Performance Management and Professional Development for the department, with support and guidance from Human Resources. + Monitors trends in Team Member performance and disciplinary action to address issues and ensure productivity and efficiency goals are met. + Under direction of the CFO/CEO, responsible for creating and adhering to the department budget and managing department expenses. Warranty Division Responsibilities: + Responds quickly to Customer inquiries and ensures his/her team responds within established acceptable timeframes. + Reviews and qualifies customer warranty claims. Uses independent judgement and coordinates with other departments to validate claims, satisfy customers, and protect the Company’s financial and reputational standards. + Follows up with Service and Warranty customers to ensure satisfaction with the job/work completed- maintains customer satisfaction standards and metrics to measure performance. + Coordinates warranty inquiries and responses with appropriate member of Business Development Team. + Leverages warranty inquiries to develop opportunities for sale of services and parts when appropriate. Service and Parts Sales: + Manages sales and delivery of service and parts to customers. + Develops, recommends, and implements strategic plans to sell parts and services to customers. + Ensures service and parts sales strategy is consistent with business development and customer support strategy. + Responds quickly to Customer inquiries and ensures his/her team responds within established acceptable timeframes. + Works with internal and external resources to create assets and tools to enhance customer awareness and demand for service. + Works closely with existing and potential customers to close sales by initiating and cultivating relationships. + Tracks leads, inquiries, quotes, and signed orders to determine success rates and to priorities efforts and maximize desirable outcomes. + Ensures all information/data is documented and captured in computer systems for tracking, review, and follow ups (external customer information and internal support communication). + Leads and/or supports development of sales proposals and quotes for services and extended warranty offerings. + Approves all service quotes and obtains additional approvals as required by the company's delegation of authority policy. + Engages with engineering and other departments to support warranty and service work orders/quotes to ensure resolution. + Works closely with other departments (purchasing, finance, engineering, quality, production, etc.). + Develops appropriate plans, budgets, etc. in response to warranty, service, or parts and communicates all information necessary for them to complete warranty, service, and parts sales jobs/orders. + Monitors and reports out on financial performance of the Service and Parts Sales Departments. Responsible for meeting established revenue, contribution margin, and profitability goals. Training Responsibilities: + Manages the training specialists and oversees the preparation of training curriculum, and execution of training per contract requirements. + Works with Project Managers with customer coordination training per contract requirements. + Maintains up-to-date training awareness of activities, industry trends & US and international government regulations. + Develops training opportunities and seeks out new training sales offerings. + Oversees the development of sales proposals and quotations for training. + Ensures customer satisfaction as related to training activities, tracks and reports out Boat Operations: + Ensures company owned fleet is maintained and operational. + Oversees and approves use of fleet assets. + Credentials/approves all boat operators/operations. + Ensures sea trials & underway operations are conducted safely. Skills and Experience: + Minimum of five years of leadership experience in Marine Industry or organization. + Outstanding customer service skills, minimum of 3 years in a customer-facing, high stress environment. + In depth understanding of aluminum boat building techniques. + Experience operating high performance aluminum boats preferred. + Supervisory experience- performance management, disciplinary action, coaching and training. + Intermediate to advanced proficiency in Microsoft Office, experience working in a PLM or CRM system. + Experience creating and successfully managing to a budget; ability to understand and interpret financial reports. + Ability to and experience in leading, managing and motivating employees to meet established company goals. + Ability to provide written, verbal and hands on instructions to employees. + Strong work ethic and social compatibility necessary. + Experience preparing and presenting information to a wide variety of “customers”- internal and external. Education: + High School Diploma (GED/High School Equivalence Certificate) + Bachelor’s degree preferred in a related field- Manufacturing, Engineering, Business Salary: $125- 150K per year, DOE Ref: #554-Joule Ideal System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan. System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.