Mgr, Dealer Service Support
Mgr, Dealer Service Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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:
- Bachelors or higher degree in business or a related discipline preferred
Supervisor Responsibilities:
- Supervise up to fifteen office and field-based staff
Required Experience:
Manager
Employment Type
Full-Time
