Customer Service Manager - DC Capital Region | Training Coordinator (Internal Posting)
Washington, DC Metro Area
Job Description
The primary responsibilities of this position are to manage day-to-day field service personnel and maintenance for the company's products for the DC Capital Region, including interface with the Customer. Communicate with the Program Manager(s) to ensure that GET remains in compliance with contractual obligations. Ensure proper training is conducted for all incoming service engineers.
Essential Job Functions (includes but is not limited to):
Customer Service Manager duties
1. Customer Service Operations Management
• Manage daily customer service operations to ensure timely and effective support for customers.
• Develop and implement service strategies, policies, procedures, and best practices.
• Monitor service performance metrics and establish corrective actions when required.
• Ensure compliance with contractual obligations, service level agreements (SLAs), and company standards.
2. Team Leadership and Personnel Management
• Supervise, coach, mentor, and develop customer service personnel, including supervisors, field service engineers, trainers, and support staff.
• Conduct performance evaluations and establish employee development plans.
• Manage staffing levels, scheduling, workload distribution, and resource allocation.
• Support recruitment, onboarding, training, promotion, and retention initiatives.
3. Customer Relationship Management
• Serve as the primary escalation point for customer concerns and service issues.
• Build and maintain strong customer relationships to enhance customer satisfaction and loyalty.
• Conduct customer reviews and participate in business development and contract support activities.
• Ensure prompt resolution of customer complaints and service disruptions.
4. Service Performance and Continuous Improvement
• Establish and monitor key performance indicators (KPIs) related to service quality, response times, customer satisfaction, and operational efficiency.
• Analyze service data and trends to identify opportunities for process improvement.
• Lead corrective and preventive action initiatives.
• Drive continuous improvement programs to enhance service delivery and reduce operational costs.
Training Coordinator Duties:
- Training Program Development
• Design, develop, and maintain training curricula, lesson plans, presentations, manuals, and job aids.
• Conduct training needs assessments to identify knowledge and skill gaps.
• Develop technical, operational, compliance, safety, and professional development training programs.
• Ensure training content remains current with company procedures, customer requirements, and industry's best practices.
2. Training Delivery and Facilitation
• Conduct instructor-led, virtual, and hands-on training sessions.
• Lead onboarding and orientation programs for new employees.
• Facilitate workshops, technical demonstrations, and certification programs.
• Adapt instructional methods to meet varying learning styles and skill levels.
3. Workforce Development
• Assist in employee development plans and career progression pathways.
• Support cross-training and succession planning initiatives.
• Mentor employees and provide coaching to improve job performance.
• Collaborate with managers to identify developmental opportunities for team members.
4. Training Administration and Coordination
• Develop and maintain annual training schedules and training calendars.
• Coordinate training logistics, including facilities, equipment, materials, and participant enrollment.
• Maintain training records, certifications, and qualification documentation.
• Ensure timely completion of mandatory training requirements.
5. Performance Measurement and Continuous Improvement
• Evaluate training effectiveness through testing, assessments, surveys, and performance metrics.
• Analyze training outcomes and recommend improvements to programs and instructional materials.
• Monitor employee competency levels and identify areas requiring additional training.
• Implement corrective actions to address performance deficiencies.
6. Leadership and Collaboration
• Serve as the subject matter expert for training and employee development programs.
• Collaborate with managers, supervisors, subject matter experts, and leadership to establish training priorities.
• Lead training-related projects and initiatives.
• Provide guidance to instructors, mentors, and trainers supporting workforce development programs.
8. Reporting and Metrics
• Prepare training status reports for management and leadership review.
• Track employee certifications, qualifications, and compliance training completion rates.
• Provide recommendations for workforce development based on training data and performance trends.
Positions may be required to perform other related duties as assigned.
Required Skills
• Provide leadership in the development, update and maintenance of support documentation for configurations and standardization. Interface with configuration management, integration team, escalation engineering and vendors as appropriate.
• Expertise in at least one area of technical support and can perform efficiently in various others.
• Technical knowledge often sought by internal and external customers.
• Expert capabilities in triaging and remediating system problems and issues
• Strong skills and capabilities to evaluate and tune systems to allow them to run efficiently.
Problem Solving, Creativity and Innovation
• Effectively produce, update and maintain all required status reports and documentation.
• Research, compile, and analyze data to develop recommendations for appropriate business decisions and/or actions.
• Consistently leads and works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Act independently to determine methods and procedures on new assignments. Able to identify and solve new or unique problems using analysis of facts and/or previous solutions.
• Responsible for planning and carrying out assignments, resolving conflicts and coordinating work with others. Informs management of progress and potentially controversial matters.
Leadership
• Perform independently to determine the appropriate methods and procedures on new assignments, projects or tasks.
• Leads, coaches, trains and mentors other team members through new assignments, complex issues, personal objectives and/or projects.
• Often acts as a facilitator and team leader and provides technical leadership to others on more complex tasks.
Communication
• Communicate effectively with all levels within the company through project presentations, demonstrations and training.
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• Excellent interaction skills at all levels within the customer's organization including end user, management, executive levels and support teams.
• Acts as an information source and represents the company on projects specific to the area of expertise.
• Actively listens and solicits feedback from the customer to make process improvements.
• Strong interpersonal skills. Able to communicate effectively and tactfully with both customer management and technical staff.
• Able to discuss technical issues with non-technical team members and drive issues to resolution.
Teamwork and Planning
• Takes the lead in building the technical support team for customer-facing programs.
• Able to work effectively within customer teams and manage project deliverables
• Builds effective relationships with internal, external, peer technicians and management.
• Recognizes obstacles during planning process, develops contingencies, recommends solutions and follows through with appropriate actions and with an awareness of budget constraints.
• Organizes complex information, implements actions and is responsible for short to medium term technical projects.
• Demonstrated ability to multi-task and prioritize.
Work Environment and Physical Requirements
Works normal working hours but is responsible for managing tasks which sometimes may take place during evening, weekend, and holiday hours.
Work may require travel to customer sites, conferences and seminars (up to 40%). Incumbent is continuously faced with several tasks considered to be high priority. Service and support must continue while assuring that day-to-day operations continue and technical problems are resolved. Logical problem solving and ability to work under pressure.
Continuing education is required via trade journals, Internet-based communication, and course work. Organization and time management skills. From time to time may require ability to lift and move equipment as necessary.
The work requires light physical effort with frequent lifting and/or moving of materials in the 10-30-pound range and occasional lifting up to 50 pounds. Requires manual dexterity and ability to manipulate small objects. May require normal range of hearing and vision to operate machinery.
Required Experience
- B.S. in Mechanical, Electrical, Electronic, or Computer Engineering and/or
- Minimum of 10 years of field experience
- Military training can augment/replace formal educational training
Job Requirements
- Candidate must live within 50 miles of US Department of State, Washington, DC
- All internal candidates will be considered but relocation fees will not be provided and candidate MUST be living within 50 miles of US Department of State in Washington, DC by July 30th, 2026.
Must be a US Citizen, without dual Citizenship.
