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Brecksville Rd 10325
USA
Vereinigte Staaten
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Customer Service Manager
Responsibilities
- Development and expansion of the service department and management of the
service team
- Creating an optimal structure and processes to ensure leading customer service
- Definition of key performance indicators (KPIs) for the technical customer service
team and regular monitoring and adjustment to assess the performance and productivity
of the team
- Identify areas for process improvement and implement efficient solutions to maximize
customer satisfaction
- Efficient resource planning necessary to fulfill all customer service requirements,
including personnel, equipment and materials
- Maintain and update technical documentation, such as user manuals and
troubleshooting guides, to help customers and internal teams alike
- Preparation of quotations for service, maintenance and calibration
- Work closely with other departments and the company in Austria, including engineering,
sales and quality control, to solve technical problems and improve overall product
quality
- Collect, analyze and document customer feedback to identify trends, areas for
improvement and opportunities to enhance the customer experience
- Personal contact and sporadic visits to customers, as well as personal intervention in
escalation situations
- Develop training programs for the Technical Service Engineers and ensure that they
are up to date on the latest product information and customer service techniques
Qualifications
- Bachelor's degree in engineering, mechanical engineering or a related subject
(Master's degree an advantage), or relevant technical training and work experience
- Proven experience in technical customer service or a similar position in the
engineering industry
- Strong leadership and team management skills
- Excellent communication, interpersonal and problem-solving skills
- In-depth technical knowledge of machines and related systems. o Familiarity with
customer service software and tools
- Results-oriented and customer-oriented mindset. o Thinking in terms of continuous
improvement and process optimization
- DACH region background with several years of US experience o English language
skills at business level
- US Citizenship or US Permanent Resident
- Experience in the aerospace segment or with test stands, US Military, MRO
Aftermarket is an advantage
Benefits
- Health and Dental Insurance, Vision Care
- Life and AD&D Insurance
- Short term and Long term disability insurance
- Paid Time Off (PTO), Paid Holidays and flexible working hours
- 401(k) Retirement plan
- Extensive initial training at headquarter in Austria