Client Support Manager

Summary

Join Designed Conveyor Systems (DCS) as a Client Support Manager and oversee all 24/7 support operations for the Client Support team. Manage call rotation, act as escalation resource, and ensure quality customer support. Leverage analytical troubleshooting, coach team members on various technical issues, and demonstrate strong teamwork. Implement, monitor, and report on support metrics to drive continuous improvement. Oversee software support operations, establish best practices, and interface with engineering to optimize processes. Manage client support sales operations, ensuring timely contracting, billing, and accurate quoting. Manage the 24/7 support team, including personnel tasks, development, and mentorship. Act as the escalation resource for support inquiries and drive process improvement. This role requires a Bachelor’s Degree, 4+ years of experience, strong organizational skills, self-motivation, attention to detail, and teamwork.

Requirements

• You have a Bachelor’s Degree in a related area
• You have 4+ years of experience in a similar role
• You possess a high level of organizational skills, maintaining clear records and documentation
• You are self-motivated and able to work autonomously
• You pride yourself on your attention to detail
• You are a team player that goes the extra mile to serve the team

Responsibilities

• Oversee the 24/7 Support Operations
• Assist client support engineers with troubleshooting calls that they are unable to solve alone
• Leverage industry knowledge, creativity, and troubleshooting prowess to minimize downtime for our customers
• Implement, monitor, and report on support metrics using data to drive initiatives for continuous improvement
• Oversee Software Support Operations
• Establish Support Best Practices for software functions of Client Support
• Interface with Engineering to monitor and improve software support processes and procedures, including interface points, information exchange, and timelines
• Suggests changes to products or services to fulfill customer needs
• Oversee Client Support Sales Operations
• Ensure timely contracting and billing of Support Agreements
• Ensure accurate quoting and timely delivery of requests from customers such as T&M support, PLC upgrades, and emergency on-site support
• Set clear expectations with team members for their respective roles in delivering the defined efforts on time and within budget; ensure organizational transparency, accountability, and risk mitigation
• Manage the 24/7 Support Team
• Manage Team Personnel tasks (Hiring, Regular 1-on-1 meetings, PTO, Travel)
• Develop and mentor your team members to reach their full potential
• Be the expert in DCS processes applicable to the Client Support team and provide meaningful input to any process revisions, both within the Client Support team and in the way Client Support interacts with other departments and Teams
• Be a true stakeholder in DCS's success beyond your own department or function, representing the overall business, brand, and values, and guide others to do the same
• Act as the Escalation Resource for support inquiries, optimization, support plans, emergency dispatch, and software support
• Help drive process improvement

Benefits

• We offer competitive salaries and health benefits
• Our 401K program includes a 100% match up to 5%
• Participation in our Discretionary Profit-Sharing Program
• We offer our employees flexibility and autonomy