Manager, Customer Support

Anton Paar QuantaTec Inc • Boynton Beach, FL

71d

About The Position

The Customer Support Manager leads the Customer Support organization unit which is responsible for providing the best possible technical support to our customers, answering all service-related and standard questions concerning our products, passing on customer feedback and customer requirements to those responsible to sustainably improve product quality, and providing additional ideas for future product developments. The role also includes providing fast, high-quality, and cost-effective repairs for customers in-house.

Requirements

• Bachelor’s Degree in Electronics, Mechanical Engineering, Chemistry, Physics or related field
• 7 years of experience in technical customer support
• 5 years of experience managing a team
• Strong customer service and communication skills
• Demonstrated ability to handle multiple tasks in a fast-paced environment
• Familiarity with SAP ERP, CRM or similar business process systems

Nice To Haves

• Master’s Degree in Electronics, Mechanical Engineering, Chemistry, Physics or related field

Responsibilities

• Ensuring every staff member receives the appropriate mentoring and development needed to be successful by conducting regularly scheduled meetings and providing enriching guidance and feedback
• Ensuring all service employees are properly trained and cross-trained on instruments by auditing trainings and providing feedback
• Ensuring all service employees are properly trained and cross-trained on support (email, web, CRM) by auditing interactions and providing feedback
• Monitoring customer service feedback and implementing and tracking improvements
• Managing the improvement process for OBF and warranty repair cases up to the final C1 quality notification
• Creating error statistics (notifications from customer sites) and informing the people responsible
• Maintaining constant communication and contact with staff to pass on information and to maintain an open, positive, cooperative, and productive work environment
• Performing repairs internally and supporting those responsible for service at the subsidiaries and sales partners
• Processing repairs and returns, and adjustment of in-house instruments
• Monitoring all projects assigned to department staff
• Managing staff schedules to ensure appropriate coverage to support organizational requirements
• Ensuring compliance as appropriate with US Export Administration Regulations, and reporting any deviations to Compliance Officer or Administrator
• Planning and monitoring personnel capacities, cost centers, and internal orders
• Optimizing processes, workflows, and workplaces and maintaining order and tidiness in the customer support department
• All other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees