Description
The Director, Customers and Dealers’ Support will guide and develop a multi-cultural, talented and professional team. The global support group is well established in all our regions and manages the support of BRP’s frontline operations. These include a wide span of services starting with the Global Technical Product Support to our Parts and Service business, the warranty administration, all the way to our customer assistance. Leading and supporting the team as they continue to innovate how BRP supports our Dealers, Distributors and Riders around the globe.
Reporting to the Vice President of Service Strategy & Support, this person will lead the team and continue to evolve our support model as we look to further differentiate ourselves as a benchmark in the industry.
YOU'LL HAVE THE OPPORTUNITY TO:
Build strong relationships with other departments such as: Service Experience, Engineering, Training, Global and regional Sales teams to ensure a successful end-to-end execution and support delivery consistency.
Be an agent of change and drive organizational change management to deliver consistent and seamless support experience to our network and customers.
Act as the custodian of the voice of the customers and create an environment where we can easily address the customers issues and make corrective actions when needed.
Foster continuous improvement of our support strategy and tools adapted to the product, the region, the customer needs and the usage to enhance the scalability and agility of our Global support operating model, to deliver a support experience that exceeds our customers’ expectations.
Create and sustain a healthy, motivating and performing work environment and atmosphere.
Provide strategic vision that will influence the organization to drive a consistent support focus across all dealer and customer facing support functions, as well as inspirational leadership and direction to the team.
Build a know your numbers culture to analyze daily, weekly and monthly performance.
Secure efficient and economical performance in accordance with operating budgets, year-end goals and objectives.
YOU’LL THRIVE IN THIS ROLE IF YOU HAVE THE FOLLOWING SKILLS AND QUALITIES:
Bachelor’s degree and Ten (10) + years of experience in service management experience including previous experience in sales, account management, contact center or customer service.
Experience in working with cross-functional teams and leading a global team. Experience in leading a multi-tier global support team is a plus.
Dot connecting, Data driven, results oriented Process mindset (working with process flows).
Performance Driven and able to prioritize effectively in an environment of many urgent, competing needs.
Influence, change champion, strong communication skills to facilitate strong partnerships amongst the team.
Strategic thinker able to problem solve fluidly and effectively.
ACKNOWLEDGING THE POWER OF DIVERSITY
BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!
For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.
AT BRP, WHEN WE TALK ABOUT BENEFITS, WE GO ALL IN.
Let’s start with a strong foundation - You want it, we have it:
- Annual bonus based on the company’s financial results
- Generous paid time away
- Pension plan
- Collective saving opportunities
- Industry leading healthcare fully paid by BRP
What about some feel good perks:
- Flexible work schedule
- A summer schedule that varies by department and location
- Holiday season shutdown
- Educational resources
- Discount on BRP products
WELCOME TO BRP
We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia and Austria, with a workforce made up of close to 20,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.
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