Customer Support Manager
About The Position
We are looking for a Customer Support Manager to lead our customer support and field service teams while delivering an exceptional experience for our customers. This role is responsible for overseeing post sale support, field service operations, team development, and service processes that help customers get the most value from ECS solutions. This position is a strong fit for someone who enjoys leading people, improving processes, solving complex problems, and building strong relationships with customers and internal teams. You will work closely with Sales, Production, Engineering, and field service personnel to ensure customers receive timely, effective, and professional support.
Requirements
- Bachelor's degree in business, engineering, or a technical field, or an additional four years of relevant experience in place of a degree
- 3 to 5 years of progressive leadership experience in customer facing technical support, service, manufacturing, industrial, or construction related environments
- Strong leadership, coaching, and team development skills
- Exceptional communication and organizational abilities
- Strong problem solving and analytical skills
- Ability to influence and collaborate across all levels of the organization
- Experience using business software including Microsoft Excel, Outlook, PowerPoint, and related applications
- Ability to learn and effectively utilize Salesforce
- Self-motivated with the ability to work independently and lead through change
- Valid driver's license and ability to maintain a clean driving record
Nice To Haves
- Experience using Salesforce
- Experience supporting or deploying technical service teams
- Exposure to construction, industrial, manufacturing, or related industries
Responsibilities
- Lead and support customer support and field service team members
- Provide coaching, mentorship, and ongoing development opportunities
- Support onboarding and training for new employees
- Build a positive, accountable, and customer focused team culture
- Develop service team capabilities to support company growth plans
- Oversee post sale customer support and field service activities
- Ensure timely scheduling of technicians and coordination of service work
- Review customer feedback and identify opportunities for improvement
- Manage warranty and customer concession decisions
- Oversee third party service providers to ensure customer satisfaction
- Help drive best in class customer response and service delivery
- Develop, implement, and improve customer support processes
- Monitor service performance, goals, and key initiatives
- Ensure accurate tracking of customer activities in Salesforce and other systems
- Analyze data to identify trends, root causes, and improvement opportunities
- Maintain accurate documentation of service activities and customer communications
- Partner with Sales, Production, and Engineering teams to support customers
- Ensure strong communication across departments
- Support planning activities that align service capabilities with business growth
- Help drive continuous improvement throughout the organization
Benefits
- Full time salaried, exempt
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What This Job Offers
Job Type
Full-time
Career Level
Manager
