Customer Care Team Leader - Americas Baker Hughes Jobs in Houston,USA

Baker Hughes (NASDAQ: BKR) is an energy technology company that provides solutions for energy and industrial customers worldwide. Built on a century of experience and conducting business in over 120 countries, our innovative technologies and services are taking energy forward – making it safer, cleaner and more efficient for people and the planet.

For more than a century, our inventions have revolutionized energy. We harness the power of engineering, data, and science to redefine what's possible. Our diverse portfolio of equipment and service capabilities span the energy and industrial value chain. Our two operating segments, Oilfield Services & Equipment (OFSE) and Industrial & Energy Technology (IET), are organized based on the nature of our markets and customers, and consist of similar products and services. Visit us at bakerhughes.com to learn more.

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As the world leader in non-destructive testing (NDT), Waygate Technologies offers the broadest portfolio of industrial inspection solutions. Our solutions include radiography and computed tomography (CT), remote visual inspection, ultrasound and eddy current technologies. We ensure safety, quality and productivity for our customers across major industries around the world.

The role of the Customer Care Team Leader - Americas is a leadership position with full ownership for the performance and service quality of the North America and LATAM customer care group. Responsibilities include the wing-to-wing ownership of processes, ensuring compliant and cost efficient execution of customer care work. The team leader manages their group, ensures appropriate staffing, and acts as a mentor to coordinators and customer care representatives. In this role, the Americas Customer Care Team Leader reports to the Global Customer Care Leader.

Customer Care Team Leader - Americas

• Full leadership and management responsibility for the Waygate Technologies Customer Care Team at the various Baker Hughes Americas sites.
• People management for the team. Selecting team members and ensuring appropriate skills, training, language and personal qualities within the team.
• Owning team metrics and weekly review of key performance indicators and identification of required remedial action as well as following up on commitments to ensure their completion.
• Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction.
• Supervising operations and ensuring flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies.
• Strong customer quality focus. Monitoring and managing customer feedback through Customer Experience (CX) tracking, ensuring appropriate remedial actions are identified and executed by the team.
• Partnering with the Sales, Supply Chain, Service and Commercial Operations teams to produce effective quotations and clean orders by assuring coordinated deployment of cross-functional resources.
• Driving continuous improvement activities in all areas of responsibility to increase operating performance in the Waygate Technologies Customer Care team.
• Leading the team in proposing innovative solutions to ensure compliance with regulations, driving competitive advantage for the Baker Hughes businesses to make us the customer preferred selection for measurement products, services and solutions.
• Identifying critical operational issues, providing assistance and mentoring/coaching team members when they experience difficult situations.
• Attending customer care leadership meetings, providing briefing on team performance and key issues.
• Participating and leading major projects affecting all of Waygate Customer Care in order to ensure smooth introduction of changes and satisfactory resolution of problems.