Manager, Customer Service

SMA America Logo

SMA America

πŸ’΅ $104k-$134k
πŸ“Remote - Worldwide

Summary

Join SMA America's team as the Manager of Customer Service, leading the North American customer service function and ensuring a seamless, high-quality experience for all customers. Oversee the Customer Service team, including spare parts coordination, order fulfillment, and administrative case support. Act as the central hub connecting customers with field service, technical support, and supply chain teams. The ideal candidate will possess a customer-first mindset, strong process ownership skills, and the ability to lead both day-to-day operations and long-term improvements. This role involves managing the end-to-end case lifecycle, integrating spare parts service, optimizing processes and systems, and producing regular performance reports. The position offers a hybrid work schedule and competitive benefits.

Responsibilities

  • Lead, coach, and develop the customer service team responsible for handling inbound service requests, spare parts coordination, and case administration
  • Ensure clear ownership and accountability within the team for all customer interactions and service commitments
  • Foster a culture of responsiveness, empathy, and customer-centricity
  • Oversee the intake, triage, dispatch, and resolution process for all customer service cases, ensuring they are managed to close with accuracy and urgency
  • Drive alignment and escalation processes across Field Service, Technical Support, Spare Parts, and Service Engineering teams
  • Monitor service KPIs such as case closure time, first contact resolution, customer satisfaction, and backlog volume
  • Coordinate closely with the Spare Parts Manager and supply chain to ensure timely parts ordering, fulfillment, and tracking in support of customer case resolutions
  • Ensure parts requests are validated and processed accurately and efficiently through the case management workflow
  • Own and continuously improve customer service processes, tools, and knowledge management systems
  • Collaborate with IT and Digital Services to enhance CRM/ticketing workflows and data visibility
  • Implement feedback loops with customers and internal teams to refine service delivery
  • Produce regular reports and dashboards on service performance, case aging, root causes, and spare parts trends
  • Conduct root cause analysis on systemic service issues and recommend corrective actions

Benefits

  • Compensation: $104,000 - $134,000, depending on experience and qualifications
  • Comprehensive benefits including health, dental and vision coverage (including $0 premium options)
  • 401(k) plan with company match
  • Dedicated Hybrid Schedule: In-Office Tuesday and Thursdays; remote on Monday, Wednesday, and Fridays
  • Opportunities for professional development and training

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