Senior Field Support Supervisor

About the role

The primary responsibility of this role is to provide supervisory direction for the delivery of pre- and post-sales services and support to clients/customers. This includes leading all facets of customer retention, analyzing operational processes, performing training needs assessments, executing on defined procedures, liaising between customers and various departments, handling warranty claims, and managing return materials authorization.

Responsibilities

• Participates in the resolution of customer concerns and defines and develops a customer contact strategy.
• Analyzes operational processes and performs training needs assessments to find opportunities for service delivery improvements and benefit to the customer/clients.
• Executes on defined customer service department procedures.
• Liaises between customers and manufacturing, sales, field service, order processing, and accounting to resolve status, production, delivery, and billing inquiries.
• Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Requirements

Minimum qualifications include an Associate of Science degree or three years of work experience. This role requires strong interpersonal skills, analytical abilities, and the ability to manage multiple tasks effectively.

Qualifications

While not specified, candidates should possess a combination of education and/or experience that demonstrates the ability to lead and manage a customer service department, analyze operational processes, and develop strategies to improve customer satisfaction and service delivery.

Skills

Essential skills include excellent communication and problem-solving abilities, proficiency in Microsoft Office applications, and the ability to work independently and as part of a team. Experience with customer relationship management (CRM) software is beneficial.

Benefits

Includes a comprehensive benefits package which may include medical, dental, vision, life insurance, and disability coverage, a 401(k) plan with company matching, an employee stock purchase program (ESPP), student debt assistance, tuition reimbursement, professional development opportunities, financial planning benefits, wellness programs, and paid time off and holidays. Interns are eligible for some of these benefits.

Pay

Base pay range: $81,300.00 - $138,200.00 annually. Actual pay depends on several factors including state minimum wage requirements, location, job-related skills, experience, and relevant education level or training.

Schedule

Not specified in the job posting.