Service Support Manager

PURPOSE OF THIS POSITION:

Responsible for delivering exceptional customer service and support to clients with service issues and inquiries. Manage in-coming calls, record and dispatch service/application requests to the appropriate team member. Serve as a CRM super user to extract, analyze, and make data-driven recommendations.

PRIMARY DUTIES AND RESPONSIBILITIES:

Call Center Operations:

• Supervise call center team to ensure professional handling of incoming service requests and accurate data entry into the CRM system.
• Gather all critical details during service calls, including the date and time, facility name and equipment, issue details, point of contact information, and escalation status.
• Dispatch calls to the appropriate team member, ensuring callback occurs within the agreed service level agreement (SLA).

Customer Support & Escalation:

• Demonstrate a sense of urgency and attention to detail to ensure timely and accurate resolution of service requests.
• Collaborate with technical specialists to manage escalations and customer relationships effectively.
• Escalate recurring customer complaints or service issues to management for resolution.

CRM Administration:

• Update CRM records as needed to reflect changes in responding to staff or service requirements.
• Leverage CRM data to create reports, analyze trends, and recommend process improvements.

Administrative Support:

• Assist the Finance team by verifying that all required information is included on purchase orders to facilitate accurate billing.
• Prepare responses to routine inquiries and perform additional administrative tasks as assigned by management.
• Ensure adherence to Quality Management Procedures (QMI) and Work Instructions (WI) per the Quality Management System (QMS).

WORKING CONDITIONS:

• Work is primarily performed in an office setting, with some travel as required.
• May involve low exposure to dirt, dust, or fumes.

OCCUPATIONAL EXPOSURE:

• May involve exposure to potentially dangerous materials requiring safety precautions and protective equipment.
• Moderate exposure to unusual elements such as extreme temperatures, dirt, dust, fumes, unpleasant odors, and loud noises.

PHYSICAL DEMANDS:

• Engage in frequent computer use with occasional standing, walking, or sitting.
• Use hands frequently to handle or feel objects, tools, or controls.
• Occasionally perform movements such as stooping, kneeling, crouching, or crawling to access equipment.
• Specific vision abilities required include close vision, distance vision, color vision, and depth perception.

QUALIFICATIONS:

Education:

• Associate Degree in Business Administration or a related field.

Experience:

• Minimum of 8+ years of relevant industry experience or an equivalent combination of education and training.

Skills & Requirements:

• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) and CRM systems.
• Strong communication, listening, and interpersonal skills.
• Efficient organizational and project management skills to prioritize effectively.

Training & Compliance:

• Completion of compliance training upon hire and annually thereafter, including OSHA, HIPAA, workplace bullying, sexual harassment prevention, and ISO training.
• Favorable results from a pre-employment background investigation and drug screening are required.

OCCUPATIONAL ACCOMODATIONS STATEMENT:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This description incorporates the most typical duties performed. It is recognized that other related duties not specifically mentioned may also be performed. The inclusion of those duties would not alter the overall evaluation of this position.