Eric M. Mercer
Director of Services and Customer Relationships at Jr Automation
Based in Grand Rapids, United States
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Seniority
Other
Department
Other
Location
Grand Rapids
Industry
Automation Machinery Manufacturing
Company size
1.9K
Contact information
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e•••••••@jrautomation.com
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Background
About Eric M. Mercer
I am a passionate and skilled customer experience leader and coach and trainer. I enjoy creating clear and comprehensive documentation for innovative and powerful energy solutions, and educating customers and team members on how to use them safely and effectively. I am currently the Director of Customer Experience at Volta Power Systems, a company that develops advanced Li-ion systems for OEMs and end users.In my current role, I created a Customer Experience department by unifying service, publications, warranty, and after-market sales teams. I established service and education portals, implemented customer satisfaction and NPS surveys, and expanded customer success through social media, training media, and account management. I also train over 200 sales and technical team members in the RV industry per year. Additionally, I develop comprehensive user manuals, installation manuals, and diagnostic documentation for Volta Power Systems' products. I use my technical writing, editing, and communication skills to ensure the quality, accuracy, and understanding of the documentation.
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