Customer Service Manager - Equipment

POSITION TITLE: Customer Service Manager – Equipment. REPORTS TO: Director, Customer Service. PRINCIPAL RESPONSIBILITIES: Manage, oversee, coordinate, support, coach and develop equipment, spare parts, technical support and warranty customer service activities, functions and personnel.

Responsibilities

Manage, oversee, coordinate, support, coach and develop equipment, spare parts, technical support and warranty customer service activities, functions and personnel; Develop product, system, application, and industry specific knowledge, as well as interpersonal skills and attitudes throughout the team; Monitor employee knowledge, quotations, order/claim entry, order/claim backlog and A/R activities to ensure that all are flowing smoothly through the entire process; address any problems or issues immediately; Develop and implement policies, procedures, processes, training and tools to improve team performance, exceed customer expectations and develop customer loyalty; Develop strong business relationships and open communication channels with customers, colleagues, sales, finance, general management and internal and external suppliers; Create equipment, technical support, warranty and spare part metrics and report metrics monthly; Monitor internal and external supplier performance and address issues affecting team performance and product deliveries; Perform the duties of direct reports as needed; Other duties as assigned by supervisor

Requirements

Bachelor's degree; 1-3 years experience with sales/customer service; Organizational skills are a must; Systems and process management skills are also important; Being able to hold you and your team accountable (a self-starter) is vital to success

Nice to have

Preferably with corporation's offer/order/claim process team; Experience with SAP is preferable

Benefits

Medical Plan; Dental; Vision; 401k plan with a match from day one; Profit sharing; Identity theft protection; Accident insurance; Travel insurance; 2 weeks of vacation per year (pro-rated for the first year depending on start date); 3 weeks of vacation for 5-12 years of service; 4 weeks of vacation for 13+ years of service; 5 days of Sick Leave per year (pro-rated the first year after 90 days of service); 10 paid holidays per year