Customer service & support manager - united states, round rock

The successful candidate should be a highly motivated, high energy individual with a strong desire to succeed and mentor our service team while focusing on excellent customer service while adhering to group policies and procedures. 
this is a great opportunity to join a growing organization with a passionate team within a thriving manufacturing startup.

ideal candidate:
* 5+ years of customer service management experience
* upbeat and collaborative
* significant experience working with crm tools and high comfort level with digital technology
* familiar with netsuite is a plus!

responsibilities:
* manage the service and support team daily duties
* serve as the primary point-of-contact and assist customers from beginning to end of contact with organization or service and support issues
* collaborate with field service team daily on requests and/or issues that may arise
* coordinate schedules and project teams for services, training, and deliveries
* record customer transactions, complaints, inquiries, comments, and resolutions in netsuite system
* track and close calls for service cases opened by the customer support representative
* calculate cost estimates and provide pricing to new and potential customers
* track warranty data in netsuite (repairs and warranty reserve)
* complete work orders for service team members via spreadsheets and deployment schedules in teams
* manage the creation of all service technical documents and service manuals
* assess, resolve, and follow-up on customers' service and support complaints and open issues
* monitor service log and close sales orders and oversee the shipment of service spare parts to assigned customers and open service pds parts order cases to resolution
* manage service spare parts inventory to support repairs and orders
* liaison between organization and external service partners
* offer service and support to all departments within the organization

qualifications:
* 5+ years of customer service management experience
* customer-focused with a can-do approach to problem-solving
* strong verbal and written communication skills and detail-oriented
* able to handle challenges and emergencies at a moment's notice
* high prioritization skills and able to handle multiple projects at a time
* skilled with common workplace software (ms word, excel. powerpoint etc.)
* experience creating & maintaining a positive atmosphere in a collaborative work team
* ability to manage workload while contributing to a positive, team-oriented work
* experience is writing technical documents to support service of vehicles

we are an equal opportunity employer and make hiring decisions based on merit. recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. we consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the city of los angeles' fair chance initiative for hiring ordinance.

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