BASIC PURPOSE:
The Technical Customer Support Manager is responsible for managing the division’s Customer Service Department. This leadership role is critical in ensuring team members quickly and efficiently respond to inbound support issues, and that the issues are resolved as quickly as practical. The successful candidate will play a direct role in supporting customers by handling incoming requests for service and support in addition to managerial duties. The role also involves refining processes and procedures, while reporting on results, to exploit opportunities and address weaknesses in our drive to our goal of 100% customer satisfaction.
PRINCIPLE ACCOUNTABILITIES:
Supervise day-to-day operations in the Customer Service Department
Respond to customer service issues in a timely manner, recognizing and elevating critical issues to the cross-functional team of engineers, production, and managers when appropriate
Ensure quick response to quote requests
Create effective customer service procedures, policies, and standard work practices
Develop customer satisfaction goals and coach and encourage team to meet these regularly
Document critical customer service activities and discussions using Salesforce CRM
Assess service statistics, report on improvements, challenges, and opportunities
Hire and develop / plan training for new customer service agents, application engineers, and service technicians
Delegate and directly support customer requests as necessary, including but not limited to providing product information, order status(s), tracking information, price, availability, lead-time, expediting, order entry, etc.
ESSENTIAL FUNCTIONS:
Serve as resource to others in the resolution of complex problems
Occasional <10% travel as needed to resolve customer issues on-site
Duties will reflect substantial variety, flexibility, and complexity
JOB SPECIFICATIONS/PERSONAL QUALIFICATIONS:
Experience working directly with powder compaction equipment required
Five (5) years’ experience in a customer support/service, application engineering, management or similar role a plus
Proficiency in Microsoft Office Software suite
Outstanding written and verbal communication skills
Good understanding of management practices and technique
