Customer Service and Field Operations Manager

2 weeks ago

Colorado Springs, United States Skyline Products Full time
Job DescriptionJob DescriptionJob Summary:
The Customer Service and Field Operations Manager will be responsible for leading our customer service team and overseeing field operations. The successful candidate will be responsible for ensuring customer satisfaction, managing field operations efficiently, and driving continuous improvement in both areas. You will play a critical role in the post-install stage of a products lifecycle.

Job Responsibilities:
  • Customer Service Team Management: Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction.
  • Field Operations Team Management: Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance.
    • Coordinate with field technicians and internal/external obligations to schedule and prioritize tasks and assign/schedule field technicians to optimize service coverage and response times.
  • Team Management and Development
    • Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations.
    • Recruit, train, and develop customer service and field operations teams.
    • Improve, develop, and implement policies, procedures, and standards.
    • Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness.
  • Customer Satisfaction and Relationship Management:
    • Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manor.
    • Maintain and manage a field issue database to identify and highlight endemic issues.
    • Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
    • Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
  • Performance Analysis and Reporting
    • Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements.
    • Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives.
    • Prepare reports for upper management review
  • Other responsibilities as required.


Qualifications and Skills:
  • Bachelor's degree in Business Administration, Operations Management, or related field. MBA or equivalent experience is a plus.
  • 10+ years’ experience in customer service with experience in managing customer service and field operations teams in a technical industry.
  • Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
  • Excellent communication and interpersonal skills (verbal and written), with the ability to effectively interact with customers, team members, and stakeholders.
  • Analytical mindset with the ability to interpret data, problem-solve with a focus on delivering exceptional service and resolving issues promptly with a willingness to get hands on.
  • Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously while maintaining a high attention to detail.
  • Technical/Manufacturing experience highly recommended
  • Knowledge of industry trends, best practices, and regulatory requirements related to client services and customer experience.
  • A well-rounded individual that is a self-starter and has good self-management/organization skills a must
  • Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Publisher)
  • CRM/ERP/Ticketing System Experience (M2M/Heat/NetSuite)

 

Skyline Products is an Equal Opportunity Employer; all decisions are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status.

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