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Technical Customer Service Manager

Expired Job

Cybercoders Hackettstown , NJ 07840

Posted 2 months ago

Minimum Required Skills:
Electronics, Customer Service, Technical Support, Management

If you are a Technical Customer Service Manager with experience in the Electronics industry and you are looking for a rapidly growing company than this role is for YOU!

We are a leader in the design, development and distribution of advanced digital microwave systems. We have grown to become the premium supplier of microwave video transmission systems, and deliver complete video capture/transmit/receive solutions to customers worldwide, including engineering, integration, installation and commissioning services. Our primary markets include broadcast, sports/entertainment, education, public safety and defense.

If you are a Technical Customer Service Manager with experience, please read on!

What You Will Be Doing

  • Responsible for overseeing a team of technicians within the Customer Technical Support organization, who are engaged in providing post sale assistance to customers in technical issue identification and management of a team of technicians responsible for repair of returned equipment.

  • Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams.

  • Tracking, monitoring and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution and quickest response time possible.

  • Manage the Help Desk portal to ensure support technicians are following the call priority flow and maintaining an available phone status, documenting the issues well, and following cases through to efficient and effective resolution in a timely manner.

  • Manage tickets from origin which begins with initial contact from a customer via phone or through the portal, provide phone support resolution, issuing of RMAs for the return of equipment for repair, providing parts in support of repair through invoicing of out of warranty repairs.

  • Responsible for the overall support of the Help Desk system, as well as leading the support team in providing excellent Customer Support. The scope of responsibility is to field, log, and provide support to customers, coordinate repairs, including triage, and troubleshooting.

  • Responsible for overall process from providing assistance to issuing of an RMA and the routing a repair through the team, from material receipt to repair completion and shipment back to the customer.

  • Prepare monthly status reports quantitatively reporting results of help desk activities and repairs including revenue generated from billable repairs.

What You Need for this Position

  • Strong experience working in a customer facing role in the television broadcast industry or similar industries working with wireless video transmitting equipment.

  • Specializes in high-end technical support of customers or channel partners with advanced support needs.

  • Bachelor of Science in Electronics or relevant experience.

  • 5+ years experience as a Technical Engineer or similar role.

  • Must exhibit effective customer service attitude and be able to lead a team in resolving difficult customer situations.

  • Must utilize exemplary verbal and written communication skills when dealing with customers and business partners.

  • Practices effective and appropriate communication skills, providing valuable feedback and constructive criticism when needed.

  • Knowledge of call center processes and terminology.

What's In It for You

  • Vacation/PTO

  • Medical

  • Dental

  • Vision

  • Bonus

  • 401kSo, if you are a Technical Customer Service Manager with Electronics industry experience, please apply now!

Applicants must be authorized to work in the U.S.Please apply directly to by clicking 'Click Here to Apply' with your Word resume!

Looking forward to receiving your resume and going over the position in more detail with you.

  • Not a fit for this position? Click the link at the bottom of this email to search all of our open positions.

Looking forward to receiving your resume!


CyberCoders, Inc is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work

  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Copyright 1999 - 2018 . CyberCoders, Inc. All rights reserved.

Electronics, Customer Service, Technical Support, Management

  • Electronics, Customer Service, Technical Support, Management
    Full-time, Employee
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Technical Customer Service Manager

Expired Job