Position Overview
The Customer Support Manager leads the Customer Service and Technical Service functions to deliver responsive, accurate, and high-quality support throughout the customer experience. This role manages and develops both teams; establishes service policies, procedures, and performance standards; oversees order, account, warranty, return, and technical-support activities; resolves escalated customer issues; and uses service data and cross-functional collaboration to drive continuous improvement. Customer Service Representatives and Technical Service Representatives report directly to this position.
Key Responsibilities:
Lead, coach, and develop Customer Service and Technical Service Representatives; set expectations, monitor performance, and ensure achievement of service goals.
Develop, implement, and continuously improve customer and technical service policies, procedures, standards, and workflows.
Oversee customer correspondence and inquiries, order entry and account maintenance, order status and changes, quotations, delivery, pricing and terms communications, customer follow-up, return authorizations, discrepancy research, and account credits.
Oversee responses to equipment-performance, installation, operation, and other technical inquiries, including warranty claims, product returns, and the escalation of complex engineering, technical, or application issues.
Resolve escalated customer and contractor concerns promptly and professionally, balancing customer needs with company policies and business requirements.
Monitor service levels, customer feedback, operational metrics, warranty activity, returns, and Defective Product ID reports to identify trends, communicate product deficiencies, and recommend corrective actions.
Partner with Sales, Operations, Engineering, Quality, Production, and other functions to resolve issues and provide a seamless customer experience.
Maintain accurate, organized customer and service records and ensure consistent use of customer service systems and tools.
Prepare and present reports on service performance, customer trends, recurring issues, and improvement initiatives to senior management.
Stay current on industry practices and customer support technologies and apply relevant improvements to team capabilities and service delivery.
Key Competencies
Customer focus and service excellence
People leadership, coaching, and performance management
Technical aptitude and sound judgment in issue escalation
Analytical thinking and data-driven problem-solving
Clear communication, active listening, and conflict resolution
Cross-functional collaboration and stakeholder management
Process improvement, organization, and prioritization
Accountability, attention to detail, and results orientation
What We Are Looking For
Experience and Qualifications
Qualifications
Bachelor’s degree in Business Administration, Management, or a related field; a master’s degree is preferred.
Five or more years of customer service experience, including at least two years in a supervisory or people-leadership role.
Demonstrated ability to lead, coach, and develop customer-facing teams and manage performance against service goals.
Excellent verbal and written communication, interpersonal, customer-resolution, and cross-functional collaboration skills.
Ability to analyze service data and operational metrics, identify trends, and use insights to guide decisions and process improvements.
Proficiency with customer service, order-management, CRM, or related business systems and reporting tools.
Strong problem-solving, organizational, prioritization, and attention-to-detail skills.
Experience in the HVAC industry or another technical product environment is preferred.
Customer service management certification or related professional credential is preferred.
Track record of implementing customer service strategies, standards, or process improvements is preferred.
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What We Offer
Compensation : This is a salaried exempt…