81071– Customer Service Manager

Job Summary:

• Manage and mentor a team of customer service professionals
• Foster a culture of accountability, collaboration, and continuous improvement.
• Establish clear goals, provide regular performance feedback, and support professional development.
• Effectively balance customer needs with company’s business objectives, ensuring a high level of customer satisfaction.
• Responsible for managing, overseeing, and continuous improvement of all administrative policies and procedures for the Service Department.
• Drive operational improvements by identifying bottlenecks, inefficiencies, and opportunities for innovation.
• Monitor service metrics and KPIs to ensure alignment with company goals and customer expectations.
• Serve as the primary point of escalation for complex service issues, ensuring timely resolution and customer satisfaction.
• Collaborate with sales and engineering teams to understand customer needs and tailor service offerings accordingly.
• Collaborate with finance team to ensure alignment with service processes and company financials.
• Serves as the primary interface between customer service needs and the engineering department by working closely with the engineering manager, functional leaders, and SMEs
• Analyze customer feedback to refine service strategies and improve the overall customer experience.
• Works to identify trends in product quality and/or product reliability and takes the actions necessary to mitigate these issues in future company products by communicating with sales and engineering management
• Maximizes the use of all available software (Genius and Salesforce) with the goal of promoting efficient responses, service call tracking and quoting/invoicing for all departmental efforts.
• Works with department managers to implement goals and strategies to increase department efficiency.
• Responsible for determining the application of warranty compliance and works with Sales & Marketing to determine exceptions while ensuring customer satisfaction.
• Responsible for ensuring proper customer interaction via the customer support team.
• Determines when field service calls are appropriate, either under warranty consideration or as a paid service.  Oversees staff hours, number of personnel, parts and equipment required for service call. Coordinates scheduling of non-service-related personnel.
• Manages service budgets, including resource allocation and cost control.
• Identify opportunities for cost reduction without compromising service quality.
• Support the development of service-related revenue streams, such as maintenance contracts and machine retrofits.

Qualifications:

• BA/BS in business or related field or equivalent work experience
• Minimum of three years’ experience leading customer facing personnel
• Experience with ERP and CRM systems
• Experience with scheduling software
• Manufacturing/technical background preferred