HIGH LEVEL TECHNICAL SUPPORT AND SALESUtilized unparalleled technical knowledge of more than 10,000 SKU’s, understanding customer needs and providing technical solutionsActed as the highest level escalation to complex technical support needs, providing timely and effective resolution while managing customer expectationsDATA ANALYSIS, PRODUCT AND PROCESS IMPROVEMENTRefined and designed support processes through implementation of a replacement part program that reduced costs… Show more HIGH LEVEL TECHNICAL SUPPORT AND SALESUtilized unparalleled technical knowledge of more than 10,000 SKU’s, understanding customer needs and providing technical solutionsActed as the highest level escalation to complex technical support needs, providing timely and effective resolution while managing customer expectationsDATA ANALYSIS, PRODUCT AND PROCESS IMPROVEMENTRefined and designed support processes through implementation of a replacement part program that reduced costs and generated over $2million in savings over an 18 month periodMonitored KPIs assessing productivity, identifying trends, and addressing any performance issues; prepared regular reports for management review, highlighting contact volumes and potential leadsLEADERSHIP/TEAM MANAGEMENTLead a team of 7 technical support specialists providing guidance, coaching, and mentoring to ensure high levels of knowledge, performance, and customer satisfactionMaintained team morale and dedication during industry highs and lowsDeveloped and implemented plans for responding to urgent issues, such as legal claims. Worked closely with the sales team to communicate with nuance to customers, balancing their experience and our bottom linePRODUCT TRAININGProvided technical guidance and training to Category Managers and sales representativesKeep abreast of new technologies and industry trends to ensure the team and products remain up-to-dateDeveloped and delivered multiple training programs each year to enhance the technical skills and knowledge of support team members and sales representatives CROSS FUNCTIONAL COLLABORATIONCollaborated with Sales, R&D, Category, Marketing, and Quality Control departments to share VOC insights, coordinate initiatives, drive continuous improvement in product function and sales across multiple brandsWorked side-by-side with industry leading engineers, updating and designing Gavita branded lights, controllers, and accessories Show less