The Engineering Customer Service Manager will be responsible for managing the Engineering Customer Service Team and the processing of warranty claims to include homeowner, dealer, retailer, and distributor claims. In addition, this position has a direct influence on multiple areas of the business through interaction with nearly every department within the company as well as Field Sales Reps, homeowners, dealers and distributors. Customer relations, negotiations, and technical skills are of the utmost importance in this role in order to make and communicate the appropriate, fact-based decisions.
RESPONSIBILITIES:
Provide leadership, direction, and oversight to a team of 8-10 Engineering CS Team Members.
Selects, supervises, develops, evaluates and motivates personnel in the CS Team.
Leads by example and provides consistent and frequent development feedback for the team.
Working Manager position will include working with homeowner, installing contractors, dealers, and distributors to identify issues related to product application and installation, out of spec products, troubleshooting, negotiating, communicating, documenting and executing resolutions.
Provides complex technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance.
Work closely with dealers, distributors, company sales/customer service to prevent and/or solve product related field claims, concerns or issues.
Conducts job site visits to resolve property owner complaints/concerns. Ability to meet/communicate with homeowners, contractors, dealers, and distribution representatives in all aspects of company product installation, best practices, troubleshooting, and corrective recommendations.
Assists in the development and support of an effective claim management process. Monitors database for data integrity.
Complies with established Delegation of Authority Approval Limits, seeks appropriate approvals as applicable. Supports all internal/external auditing initiatives to verify compliance to Financial Key Controls.
QUALIFICATIONS:
Bachelor's Degree preferred (four-year college or technical school) OR an equivalent combination of education and experience
6-8+ years in Customer Service Management role; preferably in a manufacturing environment.
Prior knowledge of the application and use of various construction tools, measuring devices, construction, and mechanical aptitude a plus.