Customer Service Software Manager - PCK415-16011
DESCRIPTION/RESPONSIBILITIES:
Company: Dematic Corporation
Location: MI - Grand Rapids
Req ID: 49010
Position Title: Customer Service Software Manager
Experience Level: Mid Level
Education Required: Bachelors Degree or equivalent experience
Travel Required: Yes
Company Description:
Dematic is a global engineering company that provides a comprehensive range of intelligent warehouse logistics and materials handling solutions. With a global knowledge network of more than 4,000 skilled logistics professionals, Dematic is able to provide customers with a unique perspective in world-class materials handling solution design. Our commitment to solution development, combined with engineering centers and manufacturing plants in North America, Europe, and Asia Pacific, ensures Dematic has the range and capability to provide reliable, flexible, cost-effective solutions globally. Our successful track record has led to the development and implementation of more than 5,000 integrated systems for a customer base that includes small, medium, and large companies doing business in a variety of market sectors. Dematic generates a global business volume of approximately $1.8 billion.
Dematic is an Equal Opportunity Employer encouraging diversity in the workplace.
Job Description:
Dematic has an immediate need for a Second Shift Customer Service Manager to lead a Technical Support team in our Corporate Office located in Grand Rapids, MI. Candidates must have Software & Controls experience. Ideal candidates will have a background in Material Handling.
Detailed Responsibilites to include:
-Take ownership, engage, and drive customer complaints to resolution
-Communicate internal/external up to executive level management
-Escalate to appropriate groups (internal/external) to help drive results
-Prepares reports and analytics to help customers understand their call statistics
-Conducts meetings (daily, weekly, monthly, etc) to review open action item list with the customer until problem resolution
-Perform periodic surveys with customers
-Travel on occasion to customer job sites (up to 20%)
-Ability to forecast Remote Support and Small Project contracts
-Help develop processes, procedures, and business plans
-Maintain employee schedules (shift, on-call, weekends, holidays, etc)
-Help dispatch after-hours (5pm to 8am) Field Service Technicians or Engineers
-Help communicate and coordinate the ETA of the Field Service Technician or Engineer to the customer
-Update the Field Service dispatch board on the CRM tool
-Create work assignments for Field Service in the CRM tool
-Approve staff timesheets and OT cards
-Help coordinate and schedule training for staff/department
-Help maintain and update CRM systems
-Available for on-call
Job Family Responsibilities:
Completes corrective actions to resolve complex customer complaints. Regularly monitors and measures customer satisfaction levels and takes corrective action as needed. Prepares or modifies programs to increase productivity and quality.
Key Responsibilities:
Successfully defines work flows, jobs, and reporting relationships to obtain optimum effectiveness. Impact of decisions on business operations can have a moderate to high level of impact. May develop departmental budgets and business plans for functional area. May evaluate and recommend changes in methods or procedures in own area of responsibility. Identifies resource needs and may develop justification. Troubleshoots and resolves complex problems. May recommend/ determine organizational structures and supervisory relationships for own segment of company. May be responsible for overall success of function or project.
Direction of Others:
Typically manages non-exempt administrative or technical employees, and/or lower level exempt employees.
Key Working Relationships:
Primarily intra-organizational contacts and external contacts.
We are an Equal Opportunity Employer and do not discriminate against
any employee or applicant for employment because of race, color, sex,
age, national origin, religion, sexual orientation, gender identity,
status as a veteran, and basis of disability or any other federal,
state or local protected class.