Senior Manager, Customer Support and Resource Coordination

2 weeks ago

Dallas, Texas, United States TDIndustries Full time

Position Overview:

As the Senior Manager of Customer Support and Resource Coordination, you will oversee the operations of our customer service center and the scheduling of field service personnel. Your leadership will be pivotal in ensuring effective communication between customer inquiries, service demands, sales, and operational teams. This role requires outstanding leadership capabilities, a strategic approach, and a focus on customer satisfaction to enhance service delivery and elevate the customer experience.

Company Background:

Founded in 1946, TDIndustries has emerged as a leading Mechanical Construction and Facility Services firm in the United States, providing comprehensive support throughout the lifecycle of a facility, including engineering, construction, operations, and maintenance. For over 70 years, our employee-owned organization has delivered innovative solutions that enhance the functionality of premier mechanical and electrical systems across various sectors, including healthcare, hospitality, education, sports, and critical infrastructure.

Our workforce, referred to as Partners, is the cornerstone of our success and distinguishes us from our competitors. Recognized by FORTUNE Magazine as one of the "100 Best Places to Work," "Top 50 Training Organizations," and "Top 30 Companies to Retire From," we are committed to the personal and professional growth of every employee.

Key Responsibilities:

Management of Customer Support and Resource Coordination:

Lead and supervise a dedicated team of customer support supervisors, agents, and dispatch personnel, ensuring they provide outstanding service experiences through multiple communication channels (phone, email, chat, etc.). Oversee the scheduling and dispatching of field service resources (technicians, subcontractors) to customer locations for maintenance, repair, and installation services.

Formulate and execute strategies to enhance customer support and resource coordination operations, including call management protocols, service request processing, workforce management, resource allocation, and performance metrics assessment.

Train, mentor, and develop Partners to improve their skills in customer engagement, problem resolution, and technical knowledge.

Monitor performance indicators (KPIs) and activities, proactively addressing issues to enhance overall performance.

Field Service Coordination:

Design and implement strategies to collaborate with field service teams, prioritizing and scheduling service requests based on urgency, technical needs, and resource availability.

Utilize scheduling software to assign tasks, monitor service progress, and optimize technician routes for maximum efficiency.

Ensure prompt responses to urgent service requests and escalations, deploying resources swiftly to minimize customer downtime.

Work closely with other departments (operations, sales, finance) to streamline processes and enhance overall service delivery.

Quality Assurance and Continuous Improvement:

Establish quality standards and performance benchmarks for customer support and resource coordination operations.

Conduct regular reviews of customer interactions, service documentation, and field service results to identify improvement opportunities.

Implement feedback mechanisms to gather customer insights and integrate them into service enhancement initiatives.

Drive continuous improvement efforts to boost service efficiency, effectiveness, and customer satisfaction.

Stakeholder Engagement:

Develop and maintain strong relationships with internal stakeholders (senior operations leaders, business unit leaders) to align customer support and resource coordination with broader business objectives.

Act as a liaison between the customer support center, operations team, and other departments to facilitate effective communication and collaboration.

Represent the organization professionally in meetings, addressing any concerns or inquiries related to customer support or resource coordination operations.

Qualifications:

Bachelor's degree in Business Administration, Management, or a related field.

Minimum of 5 years of proven experience in customer support and scheduling management, preferably within a service-oriented industry.

Strong leadership and team management abilities, with a track record of motivating teams to achieve performance goals.

Excellent verbal and written communication skills, with the capacity to engage effectively with internal teams and external clients.

Proficiency in customer support software and scheduling tools.

Analytical mindset with the ability to interpret data and metrics for informed decision-making and process enhancements.

Customer-focused approach with a commitment to delivering high-quality service experiences.

Adaptability to changing priorities and the ability to thrive in a fast-paced environment.

TDIndustries is an Equal Opportunity Employer. We welcome qualified applicants and promote equal employment opportunities without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled

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