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Service Support Manager

Cameron Craig Group Miami, FL
  • Expired: 8 days ago. Applications are no longer accepted.
Service Support Manager
Miami, FL (Relocation assistance available)
Commensurate with experience.
Opportunity Summary
The Service Support Manager is responsible for the management of the performance of the Service Support and Warehouse Departments to ensure highest quality of service for both internal and external customers. Assists in overseeing and managing the day‐to‐day service activities and dispatch for the company, ensuring compliance with applicable operating standards, policies, and regulations. Inspects work and investigates complaints regarding service and takes corrective action. Manages Service Support and works with other key managers and teams to ensure customer needs are met. Employees enjoy the family environment and stability of a 60 year old family business with with an excellent reputation in their industry. Employees also enjoy 100% company paid medical coverage, 401K profit sharing, and long tenures with the company.
Main Duties and Responsibilities:
  • Encourage, support, coach and develop team members to perform at optimal levels.
  • Champions and promotes the Company’s core values/vision and foster them within the Service Support team
  • Interacts with Field Service Management to develop and ensure efficiency and compliance with service standards and
    customer satisfaction. Responsible for escalating as needed in a timely fashion.
  • Collaborates with management to evaluate, author, and edit policies and procedures, SOPs, WIs, etc.
  • Ensures monthly metrics are completed and is involved in the ensuring corrective action is taken when issues arise.
  • Develops and generates relevant reports as required.
  • Devises and implements policies and procedures to increase effectiveness and ensure customer satisfaction.
  • Ensures proper handling and maintenance of customer requests, work/services performed, charges, expenses, inventory and
    other dispatch information.
  • Ensures jobs are processed accurately in company's Service Software and ensures timely processing for billing and record
    keeping purposes.
  • Communicates with customers as needed on service issues and maintains relationships with key members of the customer
  • Represents the service function to key clients/customers, providing them with issue resolution, status on service activities or
    other responses to support the company’s customer service strategy and goals.
  • Available to support POC’s during after‐hours calls.
  • Researches, responds to inquiries, and resolves operational problems that impact the Service Support function.
  • Builds, maintains relationships, collaborates with and provides appropriate data to service delivery partners.
  • Ensures all service, repair, preventative maintenance, and upgrade jobs are responded to and accomplished in a timely
    manner following company policies and procedures.
  • Researches, responds to inquiries and resolves problems related to service transactions handled by the team; serves as
    liaison with other company personnel in the resolution of day‐to‐day administrative issues.
  • Ensures that the service support team remains knowledgeable of service policies and protocols in support of the initiation
    and processing of service requests.
  • Develops operating goals and objectives for the service function; recommends, implements, and administers methods and
    procedures to enhance the function.
Skills and Abilities:
  • Customer service focus (internal & external)
  • Problem solving skills
  • Attention to detail
  • Active listening
  • Written comprehension
  • Deductive reasoning
  • Ability to document and record information
  • Processing information
  • Computer skills
  • Time management skills
  • Crisis Management
  • Prioritization and assignment of team tasks
Must Have:
  • Minimum of five years experience.
  • Prior inbound/outbound customer service center experience with urgent remedial requests requiring exceptional customer service.
  • Experience as a supervisor or manager of customer service responsible for direct reports.
  • Skilled in Microsoft Office Excel, Word and other related products.
  • Good oral and written communication.
Would Like:
  • High volume warehouse and purchasing experience.
  • Experience within Medical Device market (specific to Medical Imaging segment is even more desirable).
  • Experience as a field service engineer or managing field service engineers.
  • College degree.
Keywords: Service Support Manager, Warehouse, Dispatch, Customer Service, Call Center, Medical Device, Medical Imaging
How to Express Interest - Click the Apply button and follow the online instructions.

Cameron Craig Group


Miami, FL