Phone Support Manager

Kahler Automation Corporation•Fairmont, MN

About The Position

This technical, full-time position involves the precise management of internal and external phone support staff to ensure Kahler customers receive best in class support. To accomplish this, the creation of a strategic business plan as it pertains to the phone support function is required annually to ensure plan aligns with company-wide initiatives. Exhibit and promote the following values: Curious Attitude: An employee who is curious is motivated to take time to question and explore new things to find answers that will ensure the best outcomes for the organization. Focus on Quality: An employee who values quality has integrity and produces results that meet high standards set by the organization. Passion for Service: An employee who is service-oriented displays a positive behavior and responds to customers using good business practices to meet their needs and expectations. Dedicated Spirit: A dedicated employee is one who takes ownership for their role and the whole organization to ensure that goals are achieved. Essential Duties and Responsibilities include the following. Other duties may be assigned. Lead, manage and hold phone support department accountable (LMA) against the processes and procedures established within the service department. Develop an understanding of team’s obligations as it relates to the customer, review against current procedures and policies and look for opportunities to improve customer and employee experience. Direct team activities, establishing task priorities, scheduling, and tracking work assignments, providing guidance while ensuring optimum use of team/resources. Ensure team has proper skill sets to provide necessary phone support to allow Kahler to be best in class. Develop and implement technical project management tools such as plans and schedules of human resources. Manage the phone support labor, parts billing, and service-related support products/items. Ensure that the customer is aware of billing obligations, allowing them to make informed decisions. Analyze and resolve work problems and assist workers in solving work problems. Handle major incidents that cannot be resolved by staff. Responsible for courteous, efficient response always. Includes verbal and written communication with customers and staff. Develop and monitor KPI’s that are critical to the success of the phone support function. Oversee customer requests to return products for credit, service, and warranty reimbursement. When appropriate, explain proposed solutions to customers, management or other interested parties through written proposals and oral presentations. Utilize and enforce the usage and application of ERP and CRM software solutions, ensuring proper documentation of customer cases, allowing for best-in-class support from all appropriate areas of the business. This Job description is not comprehensive, and all employees must be flexible, and willing to perform other duties as assigned by their supervisor.

Requirements

DEPENDABILITY AND RELIABILITY: Performs all duties and assignments whether or not supervision is present.
COMMUNICATION SKILLS: Expresses ideas, information, and instruction in a positive and effective manner.
TEAMWORK and COOPERATION: Works cooperatively with coworkers and supervisor. Acts as an effective team member with other employees through cooperation.
JUDGMENT: Makes reasonable and appropriate decisions.
ADAPTABILITY: Readily and effectively adjusts to changing ideas and activities.
ROLE MODELING: Acts as a good role model for other employees.
CREATIVITY: Shows imagination and innovation in solving problems.
ATTENDANCE: Reliably reports for work as scheduled, works OT when requested.
SAFETY: Follows all safety rules and works in a safe manner.
PRODUCTIVITY: Produces an acceptable amount of work, of sufficient quality in an appropriate amount of time.
Technical skills are a must including a familiarity with basic electrical logic.
Experience with industrial equipment including pumps, liquid and dry product transfer equipment, electrical panels, as well as an understanding of control software is desired.
Computer, PLC and/or electrical experiences and education are highly desired.
To perform this job successfully, an individual should have knowledge of Microsoft Word, word processing software, Microsoft Excel spreadsheet software. This position will use the ERP and CRM system daily to perform work.
Able to manage multiple priorities through organization and effective follow through skills. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to do calculations such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to read, analyze and interpret documents such as safety rules, general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals effectively and clearly.
Valid Driver’s License
Ideal candidate will possess leadership skills (LMA) and the desire to continue to learn while leading team to best in class work. Proven ability to provide expertise, direction, and knowledge to employees. Obtain buy-in of team on policies and procedures and hold team accountable to these practices.

Responsibilities

Lead, manage and hold phone support department accountable (LMA) against the processes and procedures established within the service department.
Develop an understanding of team’s obligations as it relates to the customer, review against current procedures and policies and look for opportunities to improve customer and employee experience.
Direct team activities, establishing task priorities, scheduling, and tracking work assignments, providing guidance while ensuring optimum use of team/resources.
Ensure team has proper skill sets to provide necessary phone support to allow Kahler to be best in class.
Develop and implement technical project management tools such as plans and schedules of human resources.
Manage the phone support labor, parts billing, and service-related support products/items. Ensure that the customer is aware of billing obligations, allowing them to make informed decisions.
Analyze and resolve work problems and assist workers in solving work problems. Handle major incidents that cannot be resolved by staff.
Responsible for courteous, efficient response always. Includes verbal and written communication with customers and staff.
Develop and monitor KPI’s that are critical to the success of the phone support function.
Oversee customer requests to return products for credit, service, and warranty reimbursement.
When appropriate, explain proposed solutions to customers, management or other interested parties through written proposals and oral presentations.
Utilize and enforce the usage and application of ERP and CRM software solutions, ensuring proper documentation of customer cases, allowing for best-in-class support from all appropriate areas of the business.