Customer Service Manager
About The Position
The Manager, Customer Service & Aftermarket Operations, is responsible for leading the company's customer support ecosystem, including Technical Service, Customer Response Center (CRC), Service Training, IoT/System Communications, and MAP Site Operations. This position drives customer satisfaction, operational excellence, process automation, and aftermarket support readiness while leading a diverse team of customer-facing professionals. The role serves as a key liaison between customers, engineering, sales, operations, and product development to ensure best-in-class customer experience and service delivery.
Requirements
- Bachelor’s degree in Manufacturing or Business Administration
- Management of call center or customer service team.
- Experience in an industrial/manufacturing environment with technical aptitude and interest in learning the full product line is strongly preferred.
- Prior experience leading/managing a diverse team.
- Prior experience with coaching, mentoring, team building.
- In-depth knowledge of customer service principles and practices.
- Ability to institute and maintain a metric based performance evaluation tool.
- Ability to collaborate and build relationships across the organization.
- Excellent communication skills.
Responsibilities
- Develop and implement policies and procedures related to the Technical Sales/Service Support Teams.
- Oversee the achievement and maintenance of established customer service levels and standards.
- Plan, prioritize and delegate work tasks to ensure proper functioning of the departments.
- Ensure the necessary resources and tools are available for quality customer service delivery.
- Review customer complaints and address Net Promoter Score (NPS) low survey results with customer and Customer Service teams.
- Resolve complex and escalated customer service issues.
- Analyze relevant data to define goals through automation of customer service outputs.
- Automate all processes that are able. Enable automation through ensuring our digital self-service functions are operating fully and are populated with all of the necessary product data.
- Identify and implement strategies for process improvement to improve quality of service, productivity and profitability.
- Evaluate and manage staff performance.
- Identify and address staff training and coaching needs.
- Participate actively in the new product development (NPD) process to ensure aftermarket parts support readiness.
- Coordinate with engineering to ensure that technical sales and aftermarket concerns and questions are addressed.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
