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.
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