What are the responsibilities and job description for the Technical Customer Service Manager position at Alliance Manufacturing, Inc.?
Job Overview
We are seeking a dynamic and highly motivated Technical Customer Service Manager to lead our customer support team in delivering exceptional customer service including technical and mechanical assistance, warranty claims and solutions and non-aftermarket post-sale activities . This role is vital in ensuring customer satisfaction through effective management of service operations, fostering a customer-centric environment, and driving continuous improvement. The ideal candidate will possess strong leadership skills, technical expertise, and a passion for delivering outstanding service experiences. Join us to empower your team, elevate customer engagement, and contribute to our company's growth and reputation.
Duties
- Lead and supervise the technical customer service team, ensuring high performance and professional development
- Manage daily operations of the support center, including workflow organization and resource allocation
- Develop and implement strategies to improve customer satisfaction, response times, and resolution quality
- Coordinate with cross-functional teams such as sales, technical support, engineering and manufacturing to address customer needs effectively
- Oversee training programs to enhance team members’ technical knowledge, communication skills, and problem-solving abilities
- Analyze customer feedback and support metrics to identify trends and areas for process optimization
- Negotiate with customers on complex issues or escalations to ensure mutually beneficial solutions
- Coordinate electrical and mechanical field service work internally and externally.
- Ensure our equipment is ready for customer viewing and testing; Factory Acceptance Testing (FAT).
- Coordinate and assist with customer run-off and acceptance of equipment at our facility.
- Ensure mechanical/electrical machine check-out have been performed prior to shipment.
Benefits:
Alliance Manufacturing, Inc. offers an excellent benefits package including:
Generous paid time off
401k and match
Medical, dental, and vision insurance
Paid holidays
Employee Assistance Program
Company paid short/long term disability with life insurance
*****Apply now with your resume for immediate consideration!*****
For additional information about Alliance Manufacturing, Inc., please visit our website at www.alliancemfginc.com.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person