• Manages dealer relationships related to service operations and overall product support. Coordinates activities of inside help desk and field service support staff to provide excellent customer service.

We offer:

Essential Duties and Responsibilities:

• Manage the daily operations of the technical support help desk and field support services.
• Manage staff, including hiring, training, scheduling work assignments and conducting evaluations.
• Manage department performance measures by providing ongoing coaching, career development and communicating expectations through effective performance management, departmental communication and training techniques.
• Establish metrics to monitor response times, evaluate customer and dealer satisfaction levels and make recommendations for improvement.
• Investigate complex or escalated customer complaints to ensure proper follow up and feedback is provided in a professional and timely manner.
• Participate in developing and establishing departmental operating procedures, forms and policies to provide an efficient and effective customer experience.
• Identify and communicate ongoing sales and complaint trends to appropriate departments and management, as necessary, to ensure data sets are regularly communicated to key stakeholders.
• Coordinate with the Technical Support Training Manager to provide subject matter experts in support of training and training development.

Tasks and Qualifications:

Qualifications:

• Five+ years job related experience in business to business (B2B) customer support or related field
• Five or more years of supervisory experience, ideally in industrial equipment operations or support environment
• Excellent customer service skills
• Great organization and leadership skills
• Strong verbal and written communication skills
• Excellent troubleshooting and analytical skills
• Proficient using Microsoft Office Tools (Outlook, Excel, Word)

Education:

• Bachelor’s or higher degree in business or a related discipline preferred

Supervisor Responsibilities:

• Supervise up to fifteen office and field-based staff