Join our team as a Customer Support Manager and lead a dynamic group of customer service professionals! You'll play a crucial role in ensuring our customers receive top-notch service every time. As a CSM, you'll be responsible for hiring, training, and evaluating staff, while also stepping in to interact directly with customers when needed. If you're passionate about delivering exceptional customer experiences and fostering a supportive team environment, this is the perfect opportunity for you!
Key Responsibilities:- Manage Customer Support staff, local and remote, to achieve Support goals and defined metrics
- Ensure systems in place to capture and report on agreed upon metrics including but not limited to response time, resolution time, capacity management and customer satisfaction
- Accept and resolve customer escalations effectively
- Assist in the management and reporting of customer satisfaction for post-deployment customers
- Report to upper management Customer Support statistics and current happenings
- Provide resolutions and/or workarounds to customer
- Seek escalation at appropriately defined times
- Follow-up with customer to ensure resolution meets customer requirements and expectations
- Work with other departments (Sales, Engineering, Customer Success, Billing Operations, Delivery Services and Marketing) to resolve customer issues.
- Ensure that customers are getting value from Customer Support by having a professional attitude, regular follow-up, and proactive communication of issues to management
- Manage the Return Material Authorization process for the installed customer base
- Assist in the authoring and deployment of department specific Standard Operating Procedures
- Other duties as assigned.
Qualifications:- Bachelor's degree - preferred
- 6+ years of product support management experience - preferred
- Eight plus years of product support help desk experience - required
- Proven track record of hiring, training, and supporting a customer service group- preferred
- High Proficiency with Microsoft Office (Excel, Word, Access, and Outlook), Salesforce and other CRMs - required
- A strong understanding of customer service, incident management, customer resolution, and customer support best practices.- required
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and staff at all levels- required
- Travel as required
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CompensationEmployee Type: Salaried
Currency: USD
Salary Minimum: 95,000
Salary Maximum: 115,000
Incentive: No
Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.
For more information on AMETEK's competitive benefits, please click here.
