Customer Service Manager
Core
Leading the company's customer support ecosystem including Technical Service, Customer Response Center, Service Training, IoT/System Communications, and MAP Site Operations to drive customer satisfaction and operational excellence.
Role type
Senior IC Customer Service Manager
Builds
Aftermarket support readiness and best-in-class customer experience for industrial compressed air solutions
Domain
Industrial manufacturing (compressed air systems)
Required skills
Team leadership, process automation, data analysis, staff performance management, cross-functional collaboration, policy development, complaint resolution, training and coaching
Preferred skills
Industrial/manufacturing environment experience, technical aptitude, new product development (NPD) process knowledge
Technologies
Digital self-service functions, IoT systems, automation tools
Responsibilities
Develop and implement policies for Technical Sales/Service Support Teams; Oversee customer service levels and standards; Plan, prioritize, and delegate work tasks; Review customer complaints and address NPS low survey results; Resolve complex and escalated customer service issues; Analyze data to define goals through automation; Evaluate and manage staff performance; Participate in new product development to ensure aftermarket parts support readiness; Coordinate with engineering on technical concerns; Manage travel and overnight responsibilities.
Seniority
Senior, hands-on IC