Field Support Manager

Insight Global's client has over 40 years of experience designing and manufacturing sign solutions for the transportation and petroleum. Making top notch products for the nation's leading fuel retailers and transportation agencies to create premier sign solutions.

They are seeking a talented Field & Customer Service Manager to help lead their team. The Field & Customer Service Manager will be responsible for leading the customer service team and overseeing field operations. The successful candidate will be responsible for ensuring customer satisfaction, managing field operations efficiently, and driving continuous improvement in both areas. You will play a critical role in the post-install stage of a products lifecycle. Job

Responsibilities :

• Customer Service Team Management : Lead and oversee customer service representatives and operations to ensure timely and efficient resolution of customer issues and complaints to ensure a high level of customer satisfaction.
• Field Operations Team Management : Lead and oversee field operation teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance. - Coordinate with field technicians and internal / external obligations to schedule and prioritize tasks and assign / schedule field technicians to optimize service coverage and response times.
• Team Management and Development : - Provide training and support to field technicians to ensure technical competency, customer service excellence, and ensure compliance with safety standards and regulations. - Train and develop customer service and field operations teams. - Improve, develop, and implement policies, procedures, and standards. - Collaborate with sales, marketing, customer project manager, product development and engineering teams to develop and implement operational strategies aimed at improving service efficiency and effectiveness.
• Customer Satisfaction and Relationship Management : - Drive and monitor customer issues, feedback and satisfaction levels taking proactive measures to address any issues or concerns in a timely manner. - Maintain and manage a field issue database to identify and highlight endemic issues. - Build and maintain strong relationships with customers, ensuring their needs are met and exceeded. - Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
• Performance Analysis and Reporting : - Set clear objectives and performance targets and monitor team performance and productivity, ensuring adherence to quality standards and service level agreements. - Utilizing the results of the analysis and reporting, use data-driven insights to make informed decisions and drive continuous improvement initiatives. - Prepare reports for upper management review

Must Haves :

Plusses :

Salary Range : 85-98K

Travel up to 50%

Team of 10 people (mostly Field Service Techs, some CSRs)

Fully onsite - when you aren't traveling, you are required to be in the office

Company credit card and mileage reimbursement available

Company cell phone provided

Required to use your own vehicle - must be reliable

Benefits : health, dental, vision, disability options

401K after 90 days - match up to 6%

15 days and growing of PTO and sick time