Customer Service and Product Support Manager
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Job Location:
Mesquite, NV - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
SUMMARY:
FNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers as well as other outdoor power equipment. Its portfolio of highly regarded brands includes Simpson Delco and addition exclusive licensing partnerships with globally recognized names such as DeWalt Stanley Black & Decker and Craftsman further enhance FNAs market presence and brand recognition.
FNA Group is a dynamic organization experiencing exceptional growth driven in large part by its ability to attract develop and retain top talent. We are seeking a Product and Customer Support Manager to join our team-an energetic results-driven professional with strong multitasking and problem-solving abilities and the motivation to learn and grow in a fast-paced environment.
Primary Purpose:
The Customer Service and Product Support Manager is responsible for overseeing the order entry and sales support team as well as all post-sale product support functions for FNA. This role manages both outsourced and internal customer service contact centers in addition to leading technical support warranty parts and accessories teams.
The Customer Service and Product Support Manager is accountable for analyzing and delivering summarized reporting on customer reviews call center interactions and warranty trends. As a critical leadership role the Customer Service and Product Support Manager helps ensure that all FNA products and brands consistently uphold FNAs Best-in-Class reputation while meeting and exceeding customer expectations.
Duties and Responsibilities:
- Lead the sales support and order entry team supporting direct dealers industrial customers and international accounts.
- Oversee the technical services team responsible for reviewing diagnosing and approving or denying service center warranty claims in accordance with established warranty policies and procedures.
- Manage the analysis and consolidated reporting of customer call center activity warranty claims and returned product data to identify trends and improvement opportunities.
- Direct the creation maintenance and ongoing updates of illustrated parts lists including associated service parts and kits.
- Oversee customer- and channel-specific service parts pricing files to ensure accuracy and consistency.
- Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.
Qualifications:
- Minimum of five years of supervisory experience in product support within a manufacturing environment including contact center operations.
- Demonstrated strength in project management with the ability to lead initiatives from concept through execution.
- Strong critical thinking decision-making and problem-solving capabilities.
- Proven ability to manage multiple priorities effectively in a fast-paced environment.
- Experience analyzing data to drive process improvements and operational efficiencies.
- Experience in the Outdoor Power Equipment or Durable Goods industries is preferred.
Education/Certification:
- Bachelors degree in business management is preferred but will consider equivalent combination of education and experience.
Management Responsibilities:
A team of 6 to 9 direct reports.
Working Conditions:
The majority of the day will require deskwork. This position will require some walking standing and may require working with hand tools. Lifting of at least 50 lbs and operating a hand pallet jack may be required. This position may require some travel (<5%).
Required Experience:
Manager
Key Skills
- MAC
- Active Directory
- Service Support
- End user
- Access Points
- trouble tickets
- OS
- Linux
- Project Management
- Service Management
- Service Quality
- Setup
- Service Desk
- hardware
- Software Applications
About Company
FNA Group, headquartered in Pleasant Prairie, Wisconsin is one of the most vertically integrated manufacturers of pressure washers and other power equipment. Available products include brand names such as Simpson®, Delco®, POWERWASHER®, AAA Pumps® as well as private label products for ... View more
