Director/Vice President, Customer Service

LOCATION:

Sunnyvale, California USA

WHO WE ARE:

Kaleidescape, Inc. is a privately held company that was founded in 2001. Kaleidescape, Inc. has developed a new category of consumer electronics products and services that are transforming the way people enjoy movies at home. Designed for the discriminating home video and music enthusiast, the Kaleidescape System sets the standard for an easy-to-use entertainment server that enables the customer to quickly access their entire music and movie collections from anywhere in their home. The Kaleidescape System is sold into high-end home theater installations through custom home-theater system integrators world wide.

For additional information, please visit us at: www.kaleidescape.com

Our culture is characterized by integrity and a fanatical attention to detail and quality – and we expect these attributes to be reflected in every employee.

JOB DESCRIPTION:

The successful candidate will be responsible for delivering an excellent experience to all of the company's dealers and customers that have non-sales questions or problems. This person will have P&L responsibility, work with the company's Executive Staff Team, and present reports to the Board of Directors. Additional responsibilities shall include:

  • Recruiting, training and managing the customer service team.
  • Establishing customer service standards and objectives, and monitoring and taking steps necessary to ensure that they are achieved.
  • Defining appropriate metrics that measure the quality of the customer service being delivered by the company as well as the cost of delivery.
  • Monitoring such metrics and presenting the results to Executive Staff and to the Board of Directors.
  • Developing and maintaining innovative self-help materials and facilities for the company's dealers and customers.
  • Working with Engineering, Manufacturing and IT to improve and evolve the company's processes for escalation, RMAs, etc.
  • Creating and implementing ways to generate service revenue for the company.

QUALIFICATIONS:

  • Bachelors degree, advanced degree preferred
  • Excellent written and oral communication skills
  • Excellent presentation skills
  • 10 years of customer service management experience preferred
  • Self-starter that requires little or no management
  • Excellent problem solver
  • Innovative
  • High integrity
  • Open, transparent management style
  • Accountable. Passionate. Humble.

COMPENSATION:

Competitive base salary, profit sharing, equity, and comprehensive benefits.

APPLICATION INFORMATION:

No Recruiters Please!

If you would like to be considered for this position, please send an electronic copy of your resume along with an introductory letter to careers-support@kaleidescape.com

We appreciate your interest in Kaleidescape and thank you for sharing your resume. We regret that we are not able to respond personally to all submissions. We will contact you if we decide to explore your qualifications in more detail.

 

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