Manager Customer Services

About the role

Directs all activities and staff for technical field service programs for product installation, troubleshooting, maintenance, repair, and customization. Builds service relationships with external and internal customers to facilitate enterprise strategy. Supervises and mentors junior service personnel in service policies and technical resolutions. Acts as a point of escalation for service technical and scheduling issues. Facilitates cross-functional training between teams on new product elements as pertaining to service.

Responsibilities

• Creates and manages field service infrastructure; establishes and maintains the training readiness of the organization.
• Directs, motivates and develops the team.
• Supports the culture and values of the organization.
• Facilitates smooth workflow; ensures high standards and quality of technical work.
• Drives the development of work plans, budgets, schedules and evaluation criteria for field service activities, projects and personnel.
• Designs and prices field services to meet demand and both timing and financial targets; negotiates customized technical support agreements.

Requirements

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Data Gathering & Analysis: Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.

Qualifications

High school diploma or equivalent required. Bachelor’s degree in engineering, technology, or related field preferred. Relevant work experience in a technical field service role is highly desirable. Must have a valid driver’s license and reliable transportation.

Skills

• Technical expertise in relevant fields.
• Strong leadership and supervisory skills.
• Excellent interpersonal and communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Microsoft Office Suite.

Benefits

• Medical, dental, and vision benefits.
• Paid time off plan (Vacation, Holidays, Volunteer, etc.).
• 401(k) savings plans.
• Health Savings Account (HSA).
• Flexible Spending Accounts (FSAs).
• Health Lifestyle Programs.
• Employee Assistance Program.
• Voluntary Benefits and Employee Discounts.
• Career Development.
• Incentive bonus.
• Disability benefits.
• Life Insurance.
• Parental leave.
• Adoption benefits.
• Tuition Reimbursement.

Pay

$147,760.00 - $221,640.00

Schedule

Up to 50-75% travel associated with this position.