Field Support Manager

4 weeks ago


Osseo, Wisconsin, United States Global Finishing Solutions, LLC. Full time
Job Title: Field Support Manager

We are seeking a strategic and tactical leader to oversee the field support team at Global Finishing Solutions, LLC.

Key Responsibilities:
  • Define and implement metrics and processes for all functions within the Customer Service Department.
  • Lead and participate in continuous improvement projects that achieve corporate quality objectives.
  • Oversee the development and maintenance of service standards, training systems, processes, and best practices that ensure efficient delivery of responsive and effective customer support.
  • Manage job responsibilities and performance of all team members engaged in Customer Service Department activities.
  • Ensure the integrity of customer data and administrative processes within the company's CRM or other customer service management software systems.
  • Assist Leadership in developing short-term tactical action plans that align with business unit strategic initiatives and long-term company objectives.
Requirements:
  • Bachelor's Degree in a related field with 7+ years of experience in managing customer and technical services departments.
  • Demonstrated success in designing customer service and support organizations, and scaling of resources to support rapid business growth.
  • 5+ years' experience in executing equipment service, maintenance, and technical support contracts, with demonstrated success in meeting Service Level Agreements.
  • Ability to envision process improvements that align to business growth objectives.
What We Offer:
  • A competitive compensation package, generous incentive plan, 401k and profit sharing, health, dental, vision, life insurance, short- and long-term disability.
  • Development and career advancement opportunities.
  • Opportunity to make your mark in a highly dynamic and growing work environment where you are empowered to make decisions and share in our company's success.

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