Customer Service & Field Operations Manager
Skyline Products
- Colorado Springs, CO
- $80,000-95,000 per year
- Permanent
- Full-time
- 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.
- Recruit, 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 manor.
- 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.
- Bachelor's degree in Business Administration, Operations Management, or related field. MBA or equivalent experience is a plus.
- 10+ years’ experience in managing customer service and field operations teams in a technical industry.
- Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
- Excellent communication and interpersonal skills (verbal and written), with the ability to effectively interact with customers, team members, and stakeholders.
- Analytical mindset with the ability to interpret data, problem-solve with a focus on delivering exceptional service and resolving issues promptly with a willingness to get hands on.
- Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously while maintaining a high attention to detail.
- Technical/Manufacturing experience highly recommended
- Knowledge of industry trends, best practices, and regulatory requirements related to client services and customer experience.
- A well-rounded individual that is a self-starter and has good self-management/organization skills a must
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Publisher)
- CRM/ERP/Ticketing System Experience (M2M/Heat/NetSuite)
- Health Care Plan (Medical, Dental and Vision)
- 401k with company match
- Life Insurance (Basic, Voluntary and AD&D)
- Paid Time Off
- Short Term and Long Term Disability
- Training and Development