Customer Service Manager

Job Description

The Technical Service Manager reports directly to the Director of Customer Support. The Manager must demonstrate excellent technical skills and knowledge coupled with strong leadership, planning, and management abilities.  The primary objectives of this position are:

• To maintain exceptional customer service and satisfaction through the day-to-day customer interaction  
  
• To assist in developing new customer relationships, providing technical solutions to customer issues, and to provide pre and post sales support.
  
• To formulate and implement process and service improvements.

The Customer Service Manager will create project plans and manage projects for implementation of technology solutions, system upgrades and refurbishments for new and existing customers.  The manager will supervise the customer service staff and be responsible for deployment of same staff to customer sites.  This includes frequently interfacing with customers, MI Field Engineer and international representatives to assist with problems or post-integration issues, including implementation of our products in their test facilities or arranging for system repair on-site or through return to factory

Primary Responsibilities & Activities

• Ensuring timely, quality service and high level of customer satisfaction.
  
• Directing the coordination of field service work that may include some or all of a variety of service related activity, i.e., contract maintenance (time and material) service agreement renewals with retained accounts; service dispatch; product installation and repair; and equipment parts and tool inventory maintenance.
  
• Develop new proposals for customer support activities based on customer requirements and company capabilities. 
  
• Build and maintains constructive relationships with business partners and support teams.

• Select, develop, and evaluate personnel to ensure the efficient operation of the function.
  
• Ability to work independently and lead a team and to follow through on assignments with minimal direction.

• Ensure proper documentation of technical solutions and project details according to client contract standards; includes status reports, maintenance schedules, Field Service Reports, etc.
  
• Track activities through daily or weekly development checkpoint meetings.
  
• Develop and report on service operation metrics i.e., operating costs, average response time, resolution rates, customer satisfaction data, etc.
  
• Maintain close liaison with program management, engineering and sales to ensure product service is coordinated with other company efforts.
  
• Ability to manage time and priorities so that projects or tasks are completed on time.
  
• Demonstrate good judgment in investigating and escalating problems.
  
• Demonstrated excellent communication, problem solving, and planning skills, as well as excellent interpersonal skills in dealing with people from all reporting levels.

Qualifications and Desired Attributes

·         Bachelor’s degree in engineering or other technical field. 

·         Prior work experience with direct customer contact required

·         The ideal candidate will have five years of electronic sales or project management experience in a high-tech industry and successful experience in providing customer support.

·         Project Management experience desired.

·         Experience in a custom engineered project environment is desirable, especially knowledge of microwave/RF test instrumentation

·         Excellent working knowledge and abilities with MS Office suite, especially with spreadsheets and databases

·         Experience with query based ERP systems desirable

·         Must be able to work independently with minimum supervision, must be able to "be on call" as needed.

·         Ability to handle multiple competing priorities in a fast-paced environment

·         Demonstrated ability to tactfully handle difficult situations and ability to maintain composure under pressure.

·         Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of users and support staff

·         Ability to lift up to 50lbs may be required at times.