Director Customer Care - Remote

The Company

TE Connectivity (TE) is a leading global provider of highly engineered connectors and sensors with sales of $16 billion to customers in more than 150 countries. We design, manufacture and market products for customers in the automotive; industrial, healthcare industries, aerospace & defense, oil & gas/marine, and energy & utilities. With 80,000 associates including 8,000 engineers and worldwide manufacturing, sales and customer service capabilities, TE Connectivity’s commitment is their customers’ advantage. TE Connectivity is an independent publicly traded company whose common stock is listed on the New York Stock Exchange under the ticker symbol “TEL.” See www.te.com

TE is now one of the largest sensor companies in the world, with innovative sensor solutions that help customers transform concepts into smart, connected creations. TE’s unmatched portfolio of intelligent, efficient, and high-performing sensor solutions are used for customers across several industries, from automotive, industrial and transportation and aerospace & defense to medical solutions and consumer applications. We are looking for industry leaders who want bold, creative, and collaborative leaders to join our mission. We develop leaders and innovators who want to revolutionize the world of sensor technology. We welcome diversity, diverse ideas, and pushing boundaries.

Only the passionate, adaptable, and innovative should apply.

The Role

TE is looking for an experienced and dynamic leader to join its Sensors team for our Customer Care organization. This role has the critical function of leading the team who is the front-line voice and experience to our customers. Customer engagement is a top priority for TE Sensors. The position will build and lead a high performing global team of customer service professionals supporting all regions and markets to resolve complex issues and provide an extraordinary customer experience. The position will report directly to the VP of Sales and Marketing, work closely with senior leaders across Quality, Operations, Sales, Marketing, and Product Management, as well as with other TE Business Units and Corporate, to quickly understand issues, perform analyses, and implement solutions.

Key Responsibilities

• Establish and execute the Sensor Solutions Customer Care strategy to align with overall business unit goals and objectives.
• Responsible drive the Extraordinary Customer Experience by effectively leading multiple teams of customer service professionals around the world.
• Lead the transformation of Customer Care to a highly functioning organization through the implementation of TE Operating Advantage (TEOA) and effective change management strategies.
• Drive operational excellence through disciplined execution, tracking of key performance indicators, and routine follow up.
• Develop and promote talent throughout the Customer Care organization to build a pipeline of successors for key roles.
• In coordination with Sales and Operations, resolve urgent delivery and expediting problems by advocating on behalf of the customer; speak directly with the customer on escalation matters as needed.
• Liaise between Sales, Production, Supply Chain, Planning, and Quality to achieve delivery and sales performance KPIs.
• Ensure standardization of, and alignment to, corporate policies, procedures, and best practices.
• Responsible for delivering annual cost reduction, productivity, and proficiency improvements.

Candidate Profile

• Bachelor’s degree required with an MBA strongly preferred.
• 10 to 15+ years of experience working through progressive leadership roles in sales, sales operations, customer service, continuous improvement, demand management, and/or project management.
• Clear, strategic thinker with the ability to execute on priorities and drive for results.
• Desire to drive key projects through to completion, meet critical deadlines, and track progress constantly.
• Experience working in a complex globally matrixed organization structure with IT systems such as SAP, SalesForce.com, and case management tools.
• Able to recruit, coach, motivate, and develop top talent.
• Ability to learn quickly and hands on knowledge of acquisition integration best practices.
• Proven ability to advocate for the customer internally – strong business acumen and influencing skills to drive collaboration across the organization.
• Excellent analytical skills and information technology acumen
• Comfortable interfacing and presenting to senior management.
• Global mindset with exceptional written, verbal and presentation communication skills
• This position may require up to 25% travel both Domestic and International.
  

Competencies