12 months ago
Job ID #: 9789
Location: US - New York - Rochester
Functional Area: Customer Support
Division: AHV - Power Systems & Instruments
Position Type: Full-Time Regular
Department: US - New York - Rochester
Education Required: Bachelors Degree
Relocation Provided: No
Experience Required: 3 - 5 Years
Travel Percentage: 25
Hours of Work: 40+
This position will manage the Inside Sales and Aftermarket Service departments within the Power Instruments Business Unit. The Customer Support Manager will lead a multi-located team of Application Engineers, Customer Service Representatives and Field Service Engineers that are responsible for the pre/post-sales support of our products worldwide. The primary focus of the position is on the continuous improvement of customer support and improving overall customer satisfaction.
Some key highlights of this position include:
•Management of multi-functional remote teams across different groups.
•Develop/encourages team members to look for opportunities for process simplification and improvements by standardized tools for cost evaluation of projects.
•Standardization of processes across the groups for departmental improvement team in the creation and monitoring of key process improvement measurements.
•Creation of knowledge bases to challenges team members in providing exceptional support to both external and internal customers while improving the overall responsiveness to customer requests.
•Tracking of customer satisfaction metrics and creation of corrective actions where required.
•Management of customer interaction databases.
•Personnel development through internal and/or external training
•Focuses on helping team members improve their skills and knowledge through day-to-day coaching resulting in improvement of coverage through product cross-training.
•Ability to balance workloads across the groups
•Development of field service programs for customer training, commissioning and maintenance Improvement in service revenue.
•Acting as a liaison between the customer and manufacturing, engineering and product management.
•Emphasis on deadlines to meet due dates and responding to customers/reps in a timely manner.
1. Business Acumen.
3. Customer/Client Focus.
4. Problem Solving/Analysis.
5. Process Management.
6. Communication Proficiency.
7. Teamwork Orientation.
8. Technical Capacity.
The Customer Support Manager will be responsible for managing the activities of the Application Engineers, Customer Service Representatives and Field Service Engineers in our Rochester, NY and Coral Springs, FL offices
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.