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Customer Service Manager
Customer Service ManagerAddverb • Louisville, KY, US
Customer Service Manager

Customer Service Manager

Addverb • Louisville, KY, US
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  • [job_card.full_time]
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Designation : Customer Service Manager

Location : Louisville, KY (On-Site, Full Time, Exempt)

Reports To : Director - Customer Care

Qualifications and Skills

  • Bachelor's degree or equivalent in Mechanical / Electrical / Mechatronics Engineering or similar
  • Minimum 5-7 years of experience in same or similar role with experience in managing / supervising direct reports.
  • Working knowledge of MS Office & Windows OS
  • Prior experience with Computerized Maintenance Management Systems (CMMS) is preferred.
  • Performance management, problem solving & analytical skills.
  • Troubleshooting & Root Cause Analysis experience.
  • Working knowledge of electrical & mechanical parts of automation systems.
  • Experience in robotics, warehouse automation including automated material handling systems, and logistics automation systems a distinct advantage.
  • Customer Centricity
  • Ability to work in demanding and stressful situations to meet customer demands.
  • Positive can-do mentality to always look for opportunities.
  • Hands on approach to actively working on site for setting the standards of technical support.
  • Strong verbal and written communication skills.
  • Team management and development experience.
  • Support After Sales & Customer Service Team & Stakeholder Management.

Purpose of Role

  • The scope of responsibilities will include, but not limited to, on-site support, remote support, technical service,

    • warranty management, annual maintenance contracts, and spare parts management.

  • Provide focused leadership ensuring that customers receive best-in-class service.
  • Manage a team of Residential Service / Mobile Robotics / Controls Engineers & Techs, on-site at one of our biggest project sites for a prominent customer.

    • Responsibilities and Duties

  • Collaborate with Director of Customer Care & VP of Projects to support the after-sales strategy for Addverb and implement the same through objectives (targets), policies and initiatives to increase revenue & profitability for Addverb and improve customer satisfaction and loyalty.
  • Develop and optimize support and service processes, tools, and systems. Also align with the internal team for regular audits of systems as per standards and needs to retain our ISO certification compliances.
  • Negotiate, finalize, renew, and monitor service contracts with customers and partners to ensure smooth operations of automation equipment deployed at the customers sites.
  • Build & manage customer relationships to capture feedback and improve customer satisfaction levels.
  • Collaborate with cross-functional teams such as supply chain, purchasing, design, production, quality, product development, projects etc. to resolve issues and improve product / service quality and customer satisfaction.
  • Manage the mechanism for timely escalation of open issues and resolve escalations on priority basis to ensure high customer morale and satisfaction.
  • Work closely with the global after-sales team to ensure proper support is provided to the client at all times.
  • Develop, train, and motivate the after-sales team to achieve business objectives and targets while creating an inclusive and beneficial work culture.
  • Ensure that all the above responsibilities are achieved with the relevant safety standards being applied in all situations.
  • Schedule preventive and breakdown maintenance, and document and track maintenance records in CMMS.
  • Manage customer spare parts and reorder parts as needed to maintain a minimal threshold of spare parts.
  • Provide system health evaluation and analyze performance against established KPI.
  • Data mining as needed to identify top maintenance issues that need the most attention.
  • Provide weekly and monthly reports to the customer and stake holders.

    • Your role will also require you to :

  • Have experience working in a mission-critical, on-call environment is desirable
  • Have the ability and willingness to lift, lower and carry objects up to 15-30lbs, work from heights, climb ladders, and in confined spaces
  • Travel ~10-20% only as needed
  • Hold a valid driver's license and a decent driving record with a car is preferred
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