Customer Service Manager

Job Summary

The Customer Service Manager is a leadership position responsible for the daily administrative operations of their Service Center including technician scheduling, work order management, and invoicing. The Assistant Service Manager or Customer Service Manager takes over the Service Manager's duties in their absence.

Essential Responsibilities

• Assist in the establishment and maintenance of a world class customer service-oriented environment; be a point of escalation for all customer service issues.

• Monitor the service level being provided to the customer, being ready to influence the daily operations so necessary results are achieved.

• Manage a team of Service Coordinators and supervise the day-to-day administrative functions of the service center by overseeing and assisting in efficient technician scheduling, work order management, technician application rates, invoicing, warranty filing, customer satisfaction surveys, and filling of all pertinent records.

• Increase efficiency of Preventative Maintenance schedules by analyzing geography, multi-work order trips, priority, technician skills, equipment, parts requirements, and other resources.

• Promptly respond to customer inquiries; gather constant customer feedback and monitor the level of satisfaction making sure customer perceptions are well aligned Nixon's intent.

• Actively and efficiently manages WIP (work in progress) to ensure prompt invoicing.

• Maintain outstanding customer relationships and communicate with customers throughout the repair process.

• Manage technicians' quotes for additional service work and ensure customers are followed-up with on a timely basis.

• Look for continuous ways of improving the overall operation and implementing the necessary action plans.

• Conduct warranty actions and filings to internal Warranty Administrator

• Manage field service reports (FSRs) and their appropriate follow-up.

• Assist the Service Manager in resolving customer service issues.

• Coordinate with parts/warehouse personnel to order parts in a timely manner to ensure efficiency on jobs.

• Assists in fleet, equipment, and inventory management.

• Other duties as assigned.

Knowledge & Skills

• Strong ability to lead, persuade, motivate, and influence others.

• Ability to multi-task, prioritize, and manage time effectively with strong attention to detail.

• Excellent communication skills, both written and verbal.

• Strong organizational skills.

• Proficient in Microsoft Suite of programs

Education & Experience Preferences/Requirements

Degree Required: High School Diploma / GED

Years of Experience: 4-5

3+ years' experience managing others required.

Experience working in a technical field with external customer facing focus strongly preferred

Working Environment / Conditions

• Ability to be on-call 24/7

• Use hands/fingers to handle or feel.

• Reach with hands and arms.

• Stand, walk, sit, climb, balance, stoop, kneel, crouch and crawl.

• Lift and/or move up to 25 lbs on occasion.

• Be exposed to moving mechanical parts; fumes or airborne particles.

• Ability to sit for long periods of time