Customer Support Manager

Woodward, Inc. • Fort Collins, CO

2d • $61,000 - $110,000

About The Position

Woodward is hiring a Customer Support Manager at Level I or Level II. The role supports Woodward’s purpose of designing and delivering energy control solutions and is expected to uphold the company’s standards of integrity, respect, accountability, humility, drive, and professionalism.

At Level I, the position handles customer questions and issues across communication channels, supports and mentors team members, maintains support documentation, monitors performance metrics, and follows standardized support procedures. At Level II, the position oversees daily support operations, evaluates team and individual performance, coaches team members, improves processes, resolves escalated customer issues, and produces performance reports.

The position requires use of information subject to ITAR and/or EAR. Applicants must be U.S. Persons as defined by ITAR and EAR or eligible to obtain the required authorizations. The application window is anticipated to close 30 days from the original posting date.

Requirements

• Effectively communicate information to customers and team members.
• Use established procedures to address and resolve customer inquiries and challenges.
• Use customer support software and tools to manage interactions.
• Prioritize and manage multiple customer requests and meet response deadlines.
• Collaborate with team members to achieve support objectives and maintain service standards.
• Resolve customer complaints and conflicts professionally and constructively.
• Analyze customer feedback and support metrics to identify trends and inform service improvements.
• Take responsibility for individual contributions and work toward personal and team goals.
• Demonstrate commitment to customer service and customer satisfaction.
• Maintain structured records and documentation of customer interactions.
• Manage customer relationships to support satisfaction and loyalty.
• Communicate complex information clearly to team members and customers.
• Identify issues, analyze solutions, and implement effective resolutions in straightforward scenarios.
• Provide informal guidance and mentorship to new team members.
• Evaluate and optimize customer support processes.
• Understand customer support technologies and platforms to manage team operations.
• Resolve customer and team conflicts.
• Prioritize tasks and manage time to meet support objectives and team goals.
• Know company guidelines and policies and ensure support activities comply with established standards.
• Be a U.S. Person as defined by ITAR and EAR, or be eligible to obtain all required authorizations from the U.S. Department of State and/or U.S. Department of Commerce.

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 ensure 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 efficiency and customer satisfaction.
• Resolve complex, escalated customer problems using technical expertise and company policies.
• Create and review detailed reports on support metrics to identify trends and inform strategic decisions.

Benefits

• Annual cash bonus opportunity for all members.
• 401(k) match of 4.5%.
• Annual Woodward stock contribution of 5%.
• Tuition reimbursement.
• Training and professional development opportunities.
• 12 paid holidays.
• Medical, dental, and vision insurance upon date of hire.
• Vacation, sick time, vacation buy-up, short-term disability, and bereavement leave.
• Paid parental leave.
• Adoption assistance.
• Employee Assistance Program, including mental health benefits.
• Member life and AD&D, long-term disability, and optional life insurance.
• Member referral bonus.
• Optional spouse and child life insurance and optional AD&D.
• Healthcare and dependent care flexible spending accounts.
• Home and auto insurance discounts.
• Whole life insurance, critical illness insurance, legal assistance, and military leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed