What are the responsibilities and job description for the Customer Solutions Support Manager position at Yankee Equipment Systems LLC?
Summary:
The Customer Solutions Support Manager oversees customer support, warranty coordination, parts support, and technical service operations. This role serves as a key connection point between customers, technicians, and internal teams by driving timely issue resolution, improving service workflows, and enhancing the overall customer experience. The manager will lead call center effectiveness, support technician productivity, streamline warranty and parts processes, and collaborate with service leadership to expand preventive maintenance opportunities and operational efficiency.
Key Responsibilities:
Customer Support & Resolution
• Serve as the primary escalation point for customer repair satisfaction concerns service issues, and callbacks.
• Investigate and validate customer credit requests in coordination with the Accounts Receivable (AR) team.
• Maintain strong customer relationships by resolving service and billing concerns quickly and effectively.
Customer Support Operations
• Oversee and mentor Customer Support Associates to ensure consistent, high-quality service.
• Develop and implement efficient scheduling processes to minimize customer wait times and improve responsiveness.
• Establish cross-training programs to ensure continuous departmental coverage.
• Monitor team performance metrics, including response times, resolution rates, and process compliance.
Job Description
Technical Services & Field Support
• Utilize Tech Trak to monitor technician activities and identify opportunities to improve service efficiency.
• Support field technician operations under the strategic direction of the Technical Director.
• Drive and expand the Preventive Maintenance (PM) Program through effective service coordination.
• Provide operational and routing support for Yankee route business.
Parts & Warranty Support
• Oversee the processing, documentation, and validation of parts warranty claims.
• Coordinate technical parts descriptions and inventory requirements based on established warranty guidelines.
• Ensure defective parts are tracked, returned, and credited in accordance with vendor requirements.
Qualifications
• Experience: 3–5 years of experience in technical service management, service coordination, warranty administration, or service contract management.
• Software: Proficiency with Microsoft Word, Excel, Salesforce, and scheduling systems.
• Skills: Strong conflict resolution, operational planning, scheduling, and basic financial analysis skills related to credit validation.
• Communication: Excellent verbal and written communication skills with the ability to effectively connect customers, technicians, and leadership teams.
• Some monthly traveling required.