Customer Service Manager - Beaverton, Oregon | CareerCircle
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Customer Service Manager

Aston Carter

02/22/2022

Posting ID: JP-002662098

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Beaverton, Oregon
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CS Manager for an electrical company!

Job Description:

This position reports to the Vice President of Sales and Marketing. This position ensures that the products are supportable and that most products can be supported in the field. The individual in this position will coordinate the activities of the technical response center, customer training and field service departments to ensure customer product knowledge and excellent post-sale customer support. The individual selected to fill this role will bring to the position an in-depth knowledge of service and service processes, as well as the ability to understand the products, the technologies embodied in the products and the marketplace for the company’s products.

DUTIES AND RESPONSIBILITIES

1. Select, hire, and train personnel for the service department.

2. Manage activities of customer service group personnel.

3. Assist as requested to prepare and manage departmental budget.

4. Ensure customer tickets are responded to in a timely and professional manner, by both the TRC and FSE groups. Ensure customer concerns are fully resolved.

5. Participate with engineering and marketing, particularly in the NPI environment, to ensure that supportability is designed into the products.

6. Prepare training manuals and service plans for new products as part of the NPI Process.

7. Maintain and/or develop processes that provide FSE's, distributors and representatives with the tools, information and training they need to support the products efficiently and professionally in the field.

8. Actively participate in general business aspects of service.

9. Actively participate in, and support quality improvement processes. Specifically, ensure information specific to the service department is captured in full, and in a manner that supports approved quality reporting systems.

10. Implement/maintain a ticket-based issue tracking and resolution system designed to track customer, training, system, assembly, part and/or component issues.

11. Review and maintain pricing for service parts and other service activities.

12. Manage spare part inventory demand and stock both domestically and at remote sites.

Skills & Qualifications:

1. Bachelor's degree in business or science, or minimum five years of experience in an electronics industry customer service organization. MBA/MS degree desired.

2. Preferably five years supervisory/management experience.

3. Customer service experience which includes senior technician/technical support engineer in the electronics industry is preferred.

4 Excellent verbal and written communication skills.

5. Ability to successfully multi-task, i.e., handle multiple tasks simultaneously, and maintain an accurate relative priority for each task.

6. Excellent organizational skills.

7. Ability to act as an effective and professional spokesperson for the company in stressful customer management situations. Ability to effectively work with other departments in resolving customer related concerns.

8. Experience in using/implementing a ticket-based issue tracking and resolution system designed to track customer, training, system, assembly, part and/or component issues.

For more information contact Morgan at (503) 403-4313 or mbullock@astoncarter.com

About Aston Carter:

At Aston Carter, we’re dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions – from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients’ capabilities by seeking solvers and delivering solutions to address today’s workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit AstonCarter.com. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email astoncarteraccommodation@astoncarter.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Contact Information

Recruiter: Morgan Bullock

Phone: +15034034313

Email: mbullock@astoncarter.com

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