About the job
The Customer Support Service Manager is a pivotal role responsible for overseeing customer support and service operations to ensure prompt, high-quality service delivery and enhanced customer satisfaction. This position involves managing service delivery and contract performance for assigned clients and collaborating across functions to uphold service-level agreements, boost operational efficiency, and address customer concerns effectively. This role reports directly to the segment leader.
Key Responsibilities:
Customer Support & Service Delivery
- Oversee daily operations of customer support and service, including case management, service requests, and escalations.
- Ensure compliance with SLAs, response times, and service quality benchmarks.
- Serve as an escalation point for complex customer issues and service disruptions.
- Foster a customer-centric culture that prioritizes responsiveness and resolution.
- Manage service delivery and contractual performance for designated customers.
- Maintain regular coordination with Key Account Managers, Engineering, Hotline, and Field Service.
Operational Performance & Reporting
- Monitor and report on service KPIs such as response time, backlog, first contact resolution, MTTR, and customer satisfaction.
- Identify trends and root causes that affect service performance.
- Implement corrective actions and initiatives for continuous improvement.
- Manage cost control and P&L of service contract performance.
- Responsible for contract performance, uptime, and cost reporting.
- Act as the owner of P&L and service contracts.
Process Improvement & Standardization
- Enhance customer support workflows, ticketing processes, and service procedures.
- Support Lean, Six Sigma, or other continuous improvement initiatives.
- Ensure documentation, knowledge bases, and SOPs are accurate and current.
Cross-Functional Collaboration
- Collaborate with Field Service, Spare Parts, Logistics, Engineering, and Quality teams to resolve customer issues.
- Assist with warranty claims, returns, and service-related investigations.
- Work alongside Sales and Account Management to strengthen customer relationships.
Systems & Tools
- Manage and optimize the use of CRM, ticketing, and service management systems.
- Ensure data accuracy, reporting integrity, and process compliance.
- Support system enhancements and digital customer support initiatives.
Compensation range: $115,000.00 - $125,000.00 Annually
Please note: The salary range reflects the company's expected compensation for this position. Actual compensation will be determined based on multiple factors.

