Field & Customer Service Manager

Field & Customer Service Manager

Insight Global's client has over 40 years of experience designing and manufacturing sign solutions for the transportation and petroleum. They are seeking a talented Field & Customer Service Manager to help lead their team. The Field & Customer Service Manager will be responsible for leading the customer service team and overseeing field operations. The successful candidate will be responsible for ensuring customer satisfaction, managing field operations efficiently, and driving continuous improvement in both areas. You will play a critical role in the post-install stage of a product's lifecycle.

Job Responsibilities

Customer Service Team Management:

• Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction.

Field Operations Team Management:

• Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance.
• Coordinate with field technicians and internal/external obligations to schedule and prioritize tasks and assign/schedule field technicians to optimize service coverage and response times.

Team Management and Development:

• Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations.
• Train and develop customer service and field operations teams.
• Improve, develop, and implement policies, procedures, and standards.
• Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness.

Customer Satisfaction and Relationship Management:

• Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manner.
• Maintain and manage a field issue database to identify and highlight endemic issues.
• Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
• Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.

Performance Analysis and Reporting:

• Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements.
• Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives.
• Prepare reports for upper management review.

Other responsibilities as required.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters.

Skills and Requirements:

• 10+ years of experience in managing customer service and field operations teams in a technical industry, managing 5+ people.
• Experience putting processes in place with scheduling, response time, personnel, training, etc.
• From an ITS, Telecom, manufacturing, or other relevant industry.
• Serve as the face of this department but not afraid to get their hands dirty and be hands on.
• Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
• A well-rounded individual that is a self-starter and has good self-management/organization skills a must.
• Comfortable traveling up to 50%.
• Any OSHA certifications and/or knowledge null.