Summary As the Customer Service Lead, you will play a key leadership role within the Customer Service Department. While you will not have direct reports, you will be the point-person for guiding the team and ensuring high service standards. You will be taking the lead for the customer service process from end to end. This is a "player-coach" role, requiring you to spend 25-40% of your time performing hands-on technician duties, and the remaining time focused on customer-facing tasks such as answering customer emails to support and resolve issues, collaborating with cross-functional teams, and conducting training sessions. Your role involves diagnosing, troubleshooting, and resolving hardware and software problems to ensure customer satisfaction. You will provide expert guidance and support via phone, email, and chat, and collaborate closely with our engineering and production teams to resolve complex issues.
Essential Duties and Responsibilities include the following. Other duties may be assigned. • Serve as the primary point of contact for all customer issues • Track, manage, and resolve customer issues, ensuring they are handled effectively and efficiently. • Provide feedback and insights to improve service processes and products. • Collaborate with internal departments (e.g., engineering, production, sales) to resolve complex issues. • Provide high-quality technical support to customers via phone, email, and chat. • Gather, collect, and track data to identify trends or potential issues, then propose solutions for reoccurring customer issues. • Perform customer training on new or existing products/processes. Travel: 15% • Follows documented procedures to assemble and test company products to ensure that each product build is of the highest quality standards. • Diagnose and troubleshoot hardware and software issues, providing timely and effective solutions. • Follow up with customers to ensure resolution of issues and confirm satisfaction. • Maintain accurate records of customer interactions, technical issues, and resolutions in the company's support system. • Adheres to ISO procedures and processes including ESD, FAIR sheets, MRB processes and others as required. • Uses hand and power tools in the assembly process as required in the product specifications. • Follows approved test procedures to determine testing method and equipment to be used for functional testing of units assembled. • Repairs customer equipment returned for repair performing both warranty and non-warranty service by performing the following activities:
§ Reviews service request to determine reason the unit is malfunctioning.
§ Identifies the parts and equipment needed for the repair and acquires it.
§ Keeps clear, concise, and accurate records of each repair including information such as product serial numbers, parts replaced, reported reason for product failure, and actual cause for product failure. Funnels this information to the Product Planner who enters it into the company RMA database. • Participates as required in the rollout of new products working closely with engineering teams and production planners to ensure that the manufacturing processes and test procedures are created using the best practices and to assure that the bills of material are accurate before being released.
Qualifications • Ability to lead and mentor a team without direct supervisory authority • Proven experience as a technician in electronics manufacturing or a related field. • Strong problem-solving and troubleshooting skills. • Excellent written and verbal communication skills. • Experience in a customer-facing role and ability to handle escalations with professionalism. • Proficiency with CRM systems and issue-tracking tools. • Prior experience in a lead or coaching role.
Education and/or Experience
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.