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Manager of Customer Experience

PEAK Technical Staffing USA Foothill Ranch, CA
  • Expired: over a month ago. Applications are no longer accepted.

Oversees, manages, trains, and advances the Customer Experience arm of company's global mission as a leader in intelligent loss prevention strategies.

Responsible for developing and implementing effective client solutions that prioritize customer experience, model and instill Company values, drive exemplar performance, and compel team success.


  • Prioritize customer experience to effectively generate business solutions
  • Oversee and coordinate customer/client calls, correspondence, and emails, ensuring promptness
  • Log Technicians’ check in/check
  • Prepare and Process Service Quotes, Service Orders and Service tickets
  • Properly and timely document all service and installation reports, service tickets, etc.
  • Interface with Technical Services Engineers, third-party technicians, General contractors, Electricians and Tile vendors to complete installation
  • Provide Post-Installation Support
  • Process Sales orders
  • Schedule service in Navision, schedule with store and dispatch service technicians
  • Ship product needed for service to store or technician
  • Monitor and schedule Return trips
  • Request, obtain and process Purchase Orders and change orders/NTE’s
  • Update Install card and System Monitor date in company’s ERP system for each installation
  • Interface with Technicians to solve service issues
  • Escalate service issues as required to sales reps and management
  • Document, file and request missing Field Service Tickets
  • Follow up on open calls, service orders and long-term service issues
  • Prepare supporting documentation and submit orders for invoicing
  • Maintain data on Service Reports
  • Work in unison with Account Relationship Managers to request updates to Customer cards, Install cards & site plans
  • Work in partnership with Installs & Preventive Maintenance Department
  • Customer Research
  • Records Management


  • Exemplify excellence in professionalism in all aspects of day-to-day duties and responsibilities
  • Communicate warmth, understanding, adaptability, and helpfulness when interacting with all internal and external contacts
  • Advocate for team needs while aligning with business purposes and leadership strategy
  • Prioritize solutions, performance, and results
  • Demonstrate self-awareness and openness to learning about personal effectiveness in the workplace and on teams
  • Exhibit a cheerful, positive, loyal, team-member attitude toward the purposes, programs, policies and goals of the company
  • Respect lines of communication and internal protocols
  • Constantly strive to improve performance, effectiveness of the team, and ultimately the Company
  • Demonstrate exemplar attention to detail, organization, follow-through and project management
  • Own all assigned tasks
  • Initiate communicating effectively through other people at all levels of the Company
  • Carefully attend to details, time management, confidentiality and discretion, and promptness in response times


  • 3 – 5 years leading customer service team
  • 5 - 10 years prior related customer relations experience
  • Demonstrated ability to develop solutions under pressure, with reassurance, calmness, and clarity
  • Bachelor’s degree is preferred
  • Experience in a technical or manufacturing environment is highly desirable.
  • Metrics and Data-Driven with a known effective ability to train and guide teams toward data-based solutions
  • Strong communication skills, ability to multi-task and ability to retain training knowledge to work independently are a must. Computer skills, including software used in this office (Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)

PEAK Technical Staffing USA

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PEAK is your source for great engineering/technical jobs in the Chicago area!!


Foothill Ranch, CA