Opportunity
Provide World-Class Customer Delight to consumers of Kohler/Sterling products by taking ownership of Technical Service Rep questions, productivity, and opportunities through leadership and handling customer escalations. Responsibilities include engaging, coaching, and evaluating TSRs to attain team and department objectives and key results.
Specific Responsibilities
People
•    Provide feedback to Technical Service Representatives and Supervisors about Technical Service Representatives’ daily performance and prepare daily objective reports.
•    Perform monthly 1:1 touch base sessions with all assigned Technical Service Representatives.
•    Share best practices with other Team Leaders and other areas across the Customer Care organization.
•    Observe customer interactions for each associate and provide constructive feedback and coaching to ensure they meet the requirements of the brand.
•    Administer assessments, analyze results, identify training opportunities, and communicate these opportunities to Technical Service Representatives and Leadership.
•    Conducts individual and department-wide training.
•    Provides intra-departmental support and direction as assigned.
•    Provides customer-facing support as needed.
•    Encourages and supports others in their improvement efforts.
•    Drive associate engagement through ongoing activities, collaboration, and team meetings.
Product
•    Provide real-time coverage on customer resolution and internal Technical Service Representative support lines.
•    Resolve customer escalations from various levels within the organization.
•    Coordinate with product quality leadership to identify product improvement opportunities and share voice of customer feedback.
•    Communicate product updates with Technical Service Representatives to ensure they are prepared to best support customer inquiries.
•    Collaborate with supply chain teams to ensure that parts and products are received promptly.
•    Interact with Quality, Marketing, Digital Team, and Engineering to develop or improve product information, corrective action, and technical specifications
Process
•    Understand and utilize Salesforce for Service to manage all customer contacts and experience.
•    Support the digital roadmap, including discovery, training, implementation, and post-launch.
•    Implement process improvements that drive speed and reduce costs across all areas of Customer Service Operations. Understand and support best in class technology to drive efficiencies.
•    Collaborate with other members of the Technical Support and Customer Service leadership teams to identify areas of improvement and initiate action to drive operational improvements.