Customer Support Manager

Camlin Group•Norcross, GA

About The Position

The Customer Support Manager will own the post-install customer lifecycle for all Camlin installed monitoring systems across North America. This role ensures that maintenance, reactive support, customer communication, and performance reporting are executed with discipline, transparency, and commercial awareness. The Customer Support manager will be responsible for Protect recurring revenue Improve gross margin on support work Increase CSAT and retention Reduce operational fire-fighting

Requirements

Bachelors degree in business related discipline
5+ years in creating and documenting processes to drive performance excellence
Experience building dashboards and reporting
Experience managing scheduling and field-based technical teams
Strong commercial acumen — understands P&L impact
Experience with CRM-based tracking (Salesforce preferred)

Nice To Haves

Exposure to warranty programs
Experience implementing service-level metrics

Responsibilities

Maintenance Operations Ownership
Own scheduling and execution of all:
Preventative maintenance
Corrective maintenance
Warranty service
Reactive field visits
Build and manage a rolling 90-day maintenance forecast
Ensure MSA adherence and response time targets are met
Coordinate with Field Service Engineers and Technicians to optimize travel and utilization
Monitor and report on warranty claim trends
Customer Experience & CSAT
Own post-install customer relationship for support phase
Ensure timely response to customer inquiries
Establish structured communication cadence for:
Strategic (White Glove) accounts
General business accounts
Implement and manage CSAT measurement framework
Drive root cause analysis for low satisfaction scores
Commercial & Margin Accountability
Track:
Cost per maintenance visit
Utilization rates
Travel burden
Overtime exposure
Feed real-time data into:
Pricing models
Margin analysis
Dashboard & Reporting Development
Develop operational dashboards using:
Salesforce (CRM)
Jira (where applicable)
Financial data
Standard reporting cadence:
Monthly support performance
Quarterly trend analysis
Margin by support contract type
Track KPIs including:
Response time
First-time fix rate
% preventative vs reactive
Revenue per field week
Support contract attachment rate
Renewal rates
Process Standardization & Continuous Improvement
In alignment with Camlin Way principles:
Standardize maintenance intake workflows
Define RACI between:
Account owners
Technical support
Field engineers
Scheduler
Improve handoff from installation → support lifecycle
Develop documented lifecycle playbooks
Reduce administrative waste in scheduling and follow-up
Strategic Account Support Model
For White Glove accounts:
Ensure structured support plan exists per account
Coordinate support reviews
Provide data insights from installed fleet
Support upsell opportunities