Director of Customer Experience
Location: Burlingame, CAPosted: August, 2015
Aperia Technologies is bringing to market an innovative automatic tire inflation technology for the transportation industry. Our solution will have a significant effect on transportation companies’ bottom-line as well as their environmental footprint. Aperia is a venture backed, innovative start-up that is on a path towards high growth as the industry pulls our technology onto the worldwide stage. Located in the San Francisco Bay Area, Aperia is positioned near Tesla, ATDynamics, Peloton Technologies and a myriad of other visionary transportation focused companies. With the infrastructure to support rapid innovation and the resources to attack the problem head-on, Aperia presents an exciting career opportunity.
We are a venture funded automotive product start-up developing a mechanical device which improves vehicle energy efficiency. We are seeking an experienced Director of Customer Experience to identify and implement strategies to leverage ongoing, superior customer experiences. The Director will support and partner closely with the Sales team to ensure they have the resources needed to acquire and retain customers by providing superior, front-line customer service and resolving customer inquiries quickly and efficiently. The Director will develop, update, and deliver trainings and collateral to sustain superior customer service practices and manage and coach a team of field service engineers.
Provide leadership for New Product Introduction at Suppliers
Lead supplier improvements in scalability, cost, and quality.
Facilitate communication and clarification of technical requirements between Suppliers and Design, Purchasing, Quality, andManufacturing teams.
Accountable for supplier audits to ensure their ability to meet part performance, delivery, and reliability expectations.
Collaborate with Design, Quality, and Manufacturing to determine the ideal performance specifications and supplier metrics.
Accountable for leading, tracking and improving supplier manufacturing process development and launch readiness for newproducts and design changes.
Guide suppliers in developing exceptionally robust processes and procedures to promote efficient and seamless production ofhigh quality products.
Validate supplier corrective actions involving design and/or process changes to ensure they are robust, sustainable, andimplemented for similar potential concerns across manufacturing lines and/or suppliers.
Leads and/or participates in project teams coordinating the efforts of engineers and cross functional team members to qualifyand improve supplier processes.
Reduces and controls manufacturing process defects (scrap, nonconforming material, customer complaints) by leading effortsfocused on identifying the primary root causes and implementing corrective and preventative actions. Develops andimplements process monitoring systems by identifying critical process steps which could culminate in possible sources ofmanufacturing defects and devising methods to reduce process variation in order to reduce/eliminate the cause of defects.
Develops and implements product quality plans, documents and systems by creating product and quality specifications,quality plans, risk analyses, FMEAs in conjunction with other product development team members.
Exercises judgment in selecting innovative, practical methods to achieve problem resolution.
BS Degree in Industrial / Mechanical / Manufacturing Engineering or similar; plus 37 years of related work experience.
Strong background in injection molding, stamping, casting, and machined parts a plus.
Experience in Quality Systems a plus: PPAP/APQP/FAI processes; familiarity with SPC and data analysis.
Ability to thrive in a fast paced, dynamic environment.
Ability to communicate and direct supplier activities at the management level.
Ability to define and execute a project using project management techniques.
Excellent team building skills in dealing with suppliers, peers and other functional areas.
Strong technical writing ability and an ability to explain complex issues in a concise and plain manner.
Experienced with analytical techniques commonly used to investigate component defects.
Experience out in the field doing product acceptance is a plus.
Ability to travel approximately 25%
Weekly team lunches
Monthly reimbursements for cell phone, internet, and public transportation
Option for 100% covered medical and dental insurance
A fun, collaborative, and passionate team
Environmentally friendly culture and product
WHY WE’RE A GREAT PLACE TO WORK
If you are a talented, passionate, and ready to take on a challenging position, please submit your resume and cover letter using the link below.
Aperia is committed to a policy of equal employment opportunity. We recruit, employ, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, disability, sexual orientation, veteran status, present or past history of mental disability, genetic information or any other classification protected by state or federal law. While Aperia has normal working conditions, extended work hours may be required to meet assignment deadlines. The physical demands required to successfully perform the essential functions of this job are typical. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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