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Customer Service Manager

Direct and coordinate activities of the Customer Service / Repair Department providing technical support in conjunction with product warranty. Responsible for working with customers to solve product issues, Manufacturing Engineering to understand the technology of new products, and department personnel to expedite the necessary repairs within the appropriate timeframe specified by company ISO metric.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Managerial
Schedule and coordinate the activities of work to ensure optimum departmental productivity.
Direct work duties of department supervisor.
Establish priorities for servicing products.
Recommend tools needed to improve productivity.
Approve timesheets on a weekly basis.
Assist in the formation of department job descriptions.
Resolve worker grievances or submits unsettled grievances to Plant Manager for action.
Keep subordinates aware of performance objectives and quality standards to satisfy company commitments.
Cross train repair personnel in all aspects of departmental functions.
Customer Service
Make recommendations to upper management in relation to Repair Department policy / procedures.
Direct investigations of customer complaints regarding quality, specifications, and delivered condition of products.
Record, analyze, and inform concerned personnel of production quality assurance issues.
Negotiate settlement of warranty claims within limits prescribed by management.
Handle 'elevated' customer calls in a tactful manner presenting a professional and courteous image to Streamlight customers.
Documentation
Prepare internal estimate of turn around time for repairs.
Prepare and distribute monthly service report (number of repairs, days to repair, turnaround time)
Investigate and file UPS claims for lost repair packages.
Resolution of Repair Department billing issues in conjunction with Accounting Department.
Create memos for Credit to resolve Customer Service Issues.
Technical
Must be able and willing to train service technicians on how to troubleshoot and repair Streamlight products.
Assist Customer Service Technicians with unusual problems.
Define specialized equipment required for service of new products.
Maintain awareness of all new products developed to facilitate possible future repairs.
Report problems of an unusually high occurrence to Plant Manager / Engineering Department.
Work in conjunction with Product Support Specialist (Engineering Dept.) on Repair Instructions for use internally as well as by ASC.
ASC Process (Authorized Service Centers)
Coordinate training of new ASC personnel.
Assist ASC in resolving customer service issues.
Define and update ASC Starter Kit. (Inventory / tooling required for new ASC start up)
Verify receipt of defective ASC parts, process paperwork for ASC credit, and replenish ASC inventory to appropriate predefined levels.
Define special tooling required for ASC service of new products. Coordinate fabrication of tooling with Manager of Manufacturing Engineering Department.
SUPERVISORY RESPONSIBILITIES
Directly supervise up to 15 employees in the Customer Service Department. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Identify departmental and employee training needs and ensure training is completed, recorded, and maintained.

EDUCATION and/or EXPERIENCE
Associate degree (A. A.) or equivalent from two-year College or technical school; and five years related customer service experience and/or training; or equivalent combination of education and experience. Five or more years of previous supervisory experience.

LANGUAGE SKILLS:
Ability to read, analyze, and interpret assembly drawings, mechanical and electrical schematics and manufacturing processes. Ability to effectively present information to top management and respond to common inquiries from customers.

MATHEMATICAL SKILLS:
Ability to comprehend and apply normal arithmetic functions and to use computerized calculating tools such as spreadsheets and master schedule.

REASONING ABILITY:
Ability to apply common sense understanding to carry out multiple step instructions.
Ability to anticipate future manufacturing requirements to meet sales forecast and business trends.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to stand; use of hands, talk, and hear. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

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