Daikin Applied Vice President - Customer Care in Plymouth, Minnesota
Make your mark at the world's largest HVAC company! Why You'll Love Working for Daikin: We're a group who operates with a people-centered mindset, believing in the unlimited potential of each employee, with a goal of driving our company to its fullest potential. Our goal is to "Perfect the Air We Share". We do this through cutting edge innovation & sustainability efforts while meeting the HVAC needs of thousands of customers - expanding over 160 countries! Our culture is unrivaled. Daikin operates under 8 Core Values which are embedded into every aspect of our business. It's through these values that we continuously strive to build a place where everyone can be authentic, feel valued and heard, and have a sense of purpose and belonging. The Vice President - Customer Care is responsible for establishing and communicating our long-term strategy for our North American Customer Care department. This leader will be responsible for a strategic planning, process maturity, employee development, a $100M budget and $130M P/L, financial planning and the DAA NPS net promoter score) and CES (customer experience score). In this highly visible role, he/she will lead four technical support teams for DAA's 4 business units Chiller (CHL), Air Handler (AAH), Applied Terminal Systems (ATS) and Controls (CTL), and four warranty teams CHL, AAH, ATS and APS (aftermarket Parts and Solutions). This key role will lead one of DAA's fastest growing and most profitable business units, APS, with marketing, order management, supply chain, ecommerce, 17 direct retail stores and 50+ indirect retail operations, as well as a distribution center in Dayton, OH that ships more than 10,000 orders a week. This includes oversight for regional sales and service parts at 100+ DAA service district offices; and a digital transformation team leading the DAA migration to SalesForce.com, a new ecommerce platform and DAA-wide SCV (service cloud voice). Key Responsibilities Include: Deliver a consistent one-DAA experience across all platforms; complete and accurate responses Collaborate with IT to deploy tools that reduce employee effort and SG&A costs, including eCommerce, SalesForce.com, Oracle, Service Cloud Voice and designing and integrating a portal to capture casework Establish and track improvement measures such as developing net promoter score (NPS), customer experience score (CEX), customer effort score (CES) and customer satisfaction scores (CSS) using reliable surveys without survey fatigue Improve the CEX from DAA warranty (WTY) teams Oversight of four warranty teams: CHL, AAH, ATS, and APS (parts) Improve means std work when possible or appropriate to deliver a consistent one-DAA experience across all platforms; adjudicating warranty, concessions and QA programs in collaboration with BUs, legal, and other; administering with empathy, speed and reliably Grow the APS/service parts business including: Sales and order fulfillment of OEM and generic service parts, consumables and some equipment sales Collaborate with the BU leader in managing the order management (OM) and Dayton, Ohio (DAY) order and fulfillment teams Lead the expansion of our store channel with 9 current locations Lead the parts identification (PID) and drafting teams that support customers with replacement parts lists, online bill-of-material search, and telephone and email sales support Lead the strategic planning and direction re: financial, digital marketing, pricing, human resources and IT/IS requirements What's In It For You: High impact role with an industry leader Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much more! The ability to make an impact and shape your career with a company that is passionate about growth The support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our best What You Will Bring: Bachelor's degree required (Masters or MBA preferred) 12+ years of leadership experience in Customer Care or similar - creating system-wide processes and procedures to drive customer experience excellence Ability to Travel 50-70% Equal Opportunity Employment: It is the policy of Daikin Applied to provide equal employment opportunity (EEO) to all persons regardless of race, creed, color, religion, gender, gender identification, sexual orientation, age, national origin, disability, protected veteran status, genetic information, marital status, membership or activity in a local commission, or any other characteristic protected by federal, state or local law.