ExecuSource has partnered with a technology manufacturing company in Alpharetta, GA in the search for an Assistant Manager, Customer Service. This hands-on role requires strong leadership and problem-solving abilities to manage customer service operations across North America. The Assistant Manager will work closely with various departments, ensuring seamless communication and efficient resolution of customer issues. This is a new position, and we are looking for someone who can hit the ground running and make an immediate impact.
Location: Alpharetta, GA - Hybrid
Travel: Up to 25%
Employment Type: Direct-hire, permanent
Compensation: $70,000- $80,000
What you get to do:
Lead and manage a customer service team of 7 across North America, ensuring all customer inquiries and issues are addressed promptly and effectively.
Coordinate with field service workers and engineers to resolve technical issues and ensure the correct replacement parts are provided.
Oversee and streamline the ticketing system, ensuring tickets are addressed within a 7-day window, with regular follow-ups on unresolved issues.
Provide hands-on assistance with scheduling, tech support coordination, and direct interaction with customers to resolve complex issues.
Conduct training on new procedures and processes for the engineering team.
Manage and analyze customer service data using Excel, ensuring that key performance metrics are met.
Oversee customer satisfaction survey functions and implement improvements to enhance the overall customer experience.
Travel 25% of the time to major cities, working directly with field technicians to understand field scenarios and improve service operations.
What you need to succeed:
4-5 years of experience in customer service management, field service management, or service desk roles.
Strong technical background with an understanding of networking, IP addresses, and troubleshooting network issues.
Experience with ticketing systems such as Zendesk, and familiarity with CAD software (Kreo view), Windchill, Office 365, Excel, ERP, and IFS.
Proven ability to coordinate field service operations, including logistics, service agreements, and field tech support.
Strong leadership and communication skills, with the ability to interact effectively with various departments and external customers.
Detail-oriented, with the ability to analyze data and implement process improvements.
Military background preferred.
Preferred Qualifications:
Experience in manufacturing or technical field service roles.
Ability to understand and interpret CAD models.
Strong problem-solving skills with a proactive approach to resolving issues.
Previous military service
If you have the experience, leadership skills, and technical background we are looking for, we encourage you to apply.