Customer Support Manager - Service and Parts

The Customer Support Manager - Service and Parts will manage and collaborate with Service and Parts Department employees to enhance department efficiencies and deliver a best-in-class customer support experience for Parts, Service, and Warranty. This role involves advocating for the Parts and Service Department to ensure an accurate historical record of manufactured equipment, especially during design changes. The Manager will work across the matrix to address quality issues, share customer support trends, and partner on parts inventory management. This position requires a blend of leadership, customer interaction, process optimization, and recommendations for automation to ensure elevated levels of customer satisfaction and efficient operations. This role is located onsite at our Falmouth, Maine office.

As a member of the SIGI Commercial Leadership Team responsible for revenue generation, the Manager of Customer Support, Americas objective is the overall success of SIGI in alignment with the Americas SIGI strategic plan and talent strategies.

The position is based at Southworth International Group, Inc. (SIGI) headquarters in Falmouth, Maine.

Duties and Responsibilities:

• Manage parts and service operations to maximize return on investment while maintaining customer satisfaction
• Optimize department processes to enhance customer satisfaction and profitability
• Set customer service policies and establish procedures and standards to ensure the team operates efficiently and effectively
• Attract and retain talented employees
• Manage the hiring and training of new customer support staff to ensure they are well-equipped to provide excellent customer service
• Track and measure staff performance, providing feedback or disciplinary action when necessary to maintain high standards of service
• Ensure efficient parts, service, warranty, and expense control
• Advocate for the Parts and Service Department to maintain accurate historical records of manufactured equipment
• Collaborate across departments to address quality issues and share customer support trends.
• Partner on parts inventory management to ensure availability and efficiency
• Oversee daily operations of the customer service department
• Act as a point of contact for customers with serious complaints or escalated issues, ensuring timely and effective resolution
• Set and achieve customer service goals to foster a best-in-class customer experience
• Handle customer queries and complaints
• Maintain relationships with key customers
• Create reports and surveys to assess department progress

Qualifications - Skills and Experience:

• 5 years of team leadership experience in customer support, service, or parts functions, with a preference for candidates who have a background in all three areas
• Proven experience in parts, service, and warranty management
• Proven customer interaction skills
• Experience in managing projects, including planning, execution, and monitoring to ensure timely and successful completion
• Ability to optimize processes and recommend automation solutions
• Excellent communication and collaboration skills
• Solid organizational and problem-solving skills
• Flexibility to adapt to changing customer needs and industry trends, ensuring the customer support team remains effective and efficient
• Proficiency in Salesforce, Microsoft 0365, and other relevant software and tools

We are an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability.

We are only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

SIGI does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of SIGI.