Director, Customer Care

Job Details Job Location: BASX Redmond - Redmond, OR Salary Range: $128,051.00 - $192,076.00 Salary Job Shift: Day Description Company Overview With core values based on People, Product, Pride and Perseverance , BASX located in Redmond, OR, was founded in 2014 by two entrepreneurial engineers who had a vision for providing precision air handling systems. Fast forward just 10 years, BASX, now an integral part of AAON, is an industry leader in the innovative research, development, design and manufacturing of custom heating, ventilation, and air conditioning (HVAC) solutions. Our goal is to partner with companies, in a wide range of industries such as data centers, clean rooms and surgery centers, who come to us with complex challenges that need to be resolved. Our team has a world-class reputation for manufacturing custom HVAC solutions that exceed our customers' needs and expectations, and we are proud to manufacture over 90% of our units, from start to finish, right here in beautiful Central Oregon. Our team is rapidly increasing, from 200 employees in 2022 to over 800 today, to meet the demand for our innovative solutions, and we are looking for talented individuals within a broad range of specialties to continue this incredible growth. If you are looking for a job in a dynamic, fast-paced, growing, and fun environment where you can develop and hone your skills, we want to meet you. Our team enjoys flexible shift schedules and generous benefits, including medical, dental and vision, and short- and long-term disability as well as both a 401(k) and an HSA (Health Savings Account) with a 175% employer match . We welcome people who have a passion for ingenuity, perseverance, and pride, and who love innovation and the satisfaction of knowing their work matters. Job Summary The Director of Customer Care leads the customer care department, ensuring exceptional service delivery across order entry, warranty management, technical support, customer service, and field service. This role is pivotal in enhancing customer satisfaction, loyalty, and retention for BASX products and solutions manufactured across our fleet of factories. Qualifications Essential Job Duties and Responsibilities Develops and executes customer care strategies aligned with company goals and objectives. Leads, mentors, and develops the Customer Care leadership team to achieve high performance and engagement of staff, and high customer satisfaction. Collaborates with other departments to ensure a seamless customer experience. Prepares and presents regular reports on Customer Care performance, including key metrics and KPIs. Uses data-driven insights to drive continuous improvement in Customer Care processes and outcomes. Oversees the warranty processes, ensuring timely and accurate resolution of warranty claims. Develops and implements warranty policies and procedures to improve efficiency and customer satisfaction. Analyzes warranty data to identify trends and areas for improvement. Leads the technical support team to provide expert assistance to customers and field technicians. Ensures the team is well-trained and equipped to handle complex technical issues. Develops and maintains a knowledge base for common technical problems and solutions. Manages the customer service team to deliver exceptional service and support to customers. Implements customer service standards and best practices to enhance the customer experience. Monitors customer feedback and develops strategies to address areas of concern. Ensures timely escalation of critical customer issues and champions resolution of such issues, providing executive update communications as needed. Oversees the field service technician team, ensuring timely and effective service delivery. Coordinates training and development programs for field technicians to maintain high service standards. Monitors field service performance and implements improvements as needed. Education and Experience Requirements Bachelor's degree in Business Administration, Engineering, or a related field (Master's degree preferred), and 10 years of experience in sales, customer care, technical support, or a related field, with 4+ years in a leadership role. Knowledge, Skills, and Abilities Strong knowledge of HVAC and/or data center systems and industry standards. Excellent leadership, communication, and interpersonal skills. Proven ability to develop and implement effective customer care strategies. Strong analytical and problem-solving abilities. Work Environment Primarily works in an office environment. Periodic visits to multiple manufacturing facilities with seasonal hot and cold temperatures, dust, and some chemical fume exposure. Travels occasionally as needed. Disclaimer Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship. #J-18808-Ljbffr