POSITION TITLE: Customer Service Manager – Equipment REPORTS TO: Director, Customer Service PRINCIPAL RESPONSIBILITIES:1. Manage, oversee, coordinate, support, coach and develop equipment, spare parts, technical support and warranty customer service activities, functions and personnel.2. Develop product, system, application, and industry specific knowledge, as well as interpersonal skills and attitudes throughout the team.3. Monitor employee knowledge, quotations, order/claim entry, order/claim backlog and A/R activities to ensure that all are flowing smoothly through the entire process; address any problems or issues immediately.4. Develop and implement policies, procedures, processes, training and tools to improve team performance, exceed customer expectations and develop customer loyalty. Focus on improving efficiency, responsiveness/turnaround time, information accuracy, timeliness and the entire customer experience.5. Develop strong business relationships and open communication channels with customers, colleagues, sales, finance, general management and internal (and external) suppliers. Actively solicit feedback.6. Create equipment, technical support, warranty and spare part metrics and report metrics monthly. Analyze these metrics to objectively grade the overall performance/capacity levels of the equipment, spare part, technical support and warranty team.7. Monitor internal (and external) supplier performance and address issues affecting team performance and product deliveries. Involvement in aspects such as the order backlog, the production schedule and expediting orders is essential8. Perform the duties of direct reports as needed.9. Other duties as assigned by supervisor.
