Manager of Product Support and Client Services

2 weeks ago


Mesquite, Texas, United States Lorenz Engineering, a division of The Salem Group Full time

Customer Experience and Product Support Director

Position Overview:

Lorenz Engineering, a division of The Salem Group, is in search of a committed Customer Experience and Product Support Director to oversee our post-sale product assistance operations. This role entails managing customer service centers, technical support divisions, and warranty services. By evaluating customer insights and feedback, you will ensure our products uphold a superior reputation and fulfill customer needs.

Key Responsibilities:

  • Oversee and interpret customer data for actionable insights.
  • Guide the development of support documentation for components and accessories.
  • Revise parts inventories and service kits.
  • Administer pricing files for service components.
  • Leverage sales analytics for prompt customer deliveries.

Qualifications:

  • At least 5 years of experience in supervising product support and managing contact centers.
  • Proficient in data analysis and experienced in process enhancement.
  • Experience in the Outdoor Power Equipment or Durable Goods sectors is advantageous.

Educational Background:

  • A Bachelor's degree in business management or a related field is preferred.

Team Leadership:

  • Supervise a team of 6 to 7 direct reports in product and customer support operations.

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