Customer Support Manager

Woodward L'Orange•Fort Collins, CO

11h

About The Position

Woodward is hiring a Customer Support Manager at Level I or Level II. The role supports customers and leads or mentors customer support team members, with responsibilities varying by level. Level I focuses on handling customer communications, supporting the team, maintaining documentation, tracking performance metrics, and following standardized support procedures. Level II oversees daily support operations, evaluates team and individual performance, improves processes, resolves escalated customer issues, and prepares performance reports. The role requires use of information subject to ITAR and/or EAR. Applicants must be U.S. Persons under those regulations or eligible to obtain the required authorizations. Salary depends on education, experience, knowledge, skills, abilities, internal equity, and market alignment. Estimated annual base pay is $61,000–$98,000 for Level I and $69,000–$110,000 for Level II, with all members eligible for an annual cash bonus opportunity.

Requirements

Effective communication with customers and team members.
Problem-solving skills to address customer inquiries and challenges.
Proficiency with customer support software, tools, technologies, and platforms.
Time-management skills and ability to prioritize multiple tasks and customer requests.
Ability to collaborate with team members and support team objectives.
Ability to resolve customer complaints and conflicts professionally and constructively.
Ability to analyze customer feedback, support metrics, and data.
Accountability for individual contributions and team goals.
Strong customer-service orientation.
Organizational skills for maintaining records and documentation.
Knowledge of company guidelines and policies and ability to ensure support activities comply with established standards.
Must be a U.S. Person under ITAR/EAR or eligible to obtain required authorizations.

Responsibilities

Handle customer questions and issues through various communication channels promptly and professionally.
Guide and support team members in resolving customer problems.
Develop and update knowledge base articles and support materials for customers and team members.
Track and analyze key performance indicators to assess team performance and identify improvement opportunities.
Follow and enforce standardized support processes to provide consistent, high-quality customer service.
Manage daily customer support team activities to ensure prompt and effective resolution of inquiries.
Evaluate team metrics and individual performance, providing feedback and coaching to improve service quality.
Analyze support procedures and implement improvements to increase efficiency and customer satisfaction.
Resolve complex, escalated customer problems using technical expertise and company policies.
Create and review reports on support metrics to identify trends and inform strategic decisions.