Technical/Customer Support Manager

This key team member is responsible for the systems, policies, personnel, procedures ad technical support function that impact customer order processing, customer satisfaction, servicing and technical field support. Also monitors complaints, trends and other customer information.

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Establish and maintain policies/procedures that support excellence in customer relations via voice or data media and person to person contact.
• Coordinate activities with shipping, finance, production control and manufacturing to ensure optimal delivery service, correct handling of customer credit and appropriate lead times of product and customer requirements.
• Provide product support to internal and external customers through Technical Support group and product performance feedback to Engineering. Coordinate activities with internal functions to address field related problems and implement solutions to customer problems.
• Address inquires from external customers regarding technical information about product capabilities, limitations, applications, installation or features. Assess customer problems and recommend appropriate solutions.
• Plan, recommend justify and implement changes in standard work procedures for inside sales and customer satisfaction using lean manufacturing principles.
• Benchmark AA companies and other related or unrelated organizations to ensure industry-leading performance. Develop a continuous improvement environment to support the company’s vision.
• Identify target opportunities to improve the customer service function. Establish department/individual goals and performance measurement criteria that support these targeted opportunities.

Applicant qualifications

POSITION REQUIREMENTS


• The ideal candidate has 6 to 10+ years of demonstrated experience in the manufacture and test of mechanical and electronic assemblies, three in a management role.
• This position requires a Bachelor’s degree (BS/BA) from four-year college or university; or equivalent experience in a technical field from an accredited institution.
• Must have minimum ten years demonstrated experience in sales, technical support, order processing and/or customer service in a manufacturing environment, five in a management role.
• The ideal candidate is a highly motivated, self-starter who will be able to manage multiple projects simultaneously & is experienced in a manufacturing environment.
• Ability & willingness to work in a collaborative, team environment is a must.
• Must also have proficient computer skills in MS Word, Excel, PowerPoint, Project, ERP systems with VISIO and CAD preferred.
• AHC or equivalent experience preferred.

Contact for more info: Cindy Goodwin
909 632-2319