What are the responsibilities and job description for the Customer Service and Product Support Manager position at FNA Group?
SUMMARY:
FNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers, as well as other outdoor power equipment. Our portfolio of highly regarded brands includes Simpson, Delco, and CRX. In addition, exclusive licensing partnerships with globally recognized names such as DeWalt, Stanley Black & Decker, and Craftsman further enhance FNA's market presence and brand recognition.
FNA Group is a dynamic organization experiencing exceptional growth, driven in large part by its ability to attract, develop, and retain top talent. We are seeking a Customer Service and Product Support Manager to join our team. An energetic, results-driven professional with strong multitasking and problem-solving abilities and the motivation to learn and grow in a fast-paced environment will be successful.
Primary Purpose:
The Customer Service and Product Support Manager is responsible for overseeing the order entry and sales support team, as well as all post-sale product support functions for FNA. This role manages internal customer service contact center, in addition to leading technical support, warranty, parts, and accessories teams.
The Customer Service and Product Support Manager is accountable for analyzing and delivering summarized reporting on customer reviews, call center interactions, and warranty trends. As a critical leadership role, the Customer Service and Product Support Manager helps ensure that all FNA products and brands consistently uphold FNA's Best-in-Class reputation while meeting and exceeding customer expectations.
Duties and Responsibilities:
- Lead the sales support and order entry team supporting direct dealers, industrial customers, and international accounts.
- Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures.
- Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities.
- Direct the creation, maintenance, and ongoing updates of illustrated parts lists, including associated service parts and kits.
- Oversee customer- and channel-specific service parts pricing files to ensure accuracy and consistency.
- Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.
Qualifications:
- Minimum of five years of supervisory experience in product support.
- Strong critical thinking, decision-making, and problem-solving capabilities.
- Proven ability to manage multiple priorities effectively in a fast-paced environment.
- Experience analyzing data to drive process improvements and operational efficiencies.
- Experience in the Outdoor Power Equipment or Durable Goods industries is preferred but not required.
Education/Certification:
- Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.
Management Responsibilities:
A team of 6 to 9 direct reports.