Boston, MA
Date Posted: April 10, 2017
Employment Type: Contract To Hire
Job Id: 7587

Job Description

Customer Service Manager

Job Function:
•    Supervise and manage staff of customer service technicians
•    Primary interface with third party distributor of client product
•    Develop and maintain service manual and troubleshooting guide for new product line
•    Interface between customers and manufacturing or development engineers to resolve customer complaints and field failures
•    Train service reps on procedures and customer interaction
•    Track and provide reports on customer complaints and field failures
•    Provide recommendations on service tracking/reporting software packages
•    Manage troubleshooting guidelines on several product lines

Job Responsibilities:
•    Receive and document inbound technical troubleshooting calls and follow-up promptly
•    Middle person for Field Service, Manufacturing, and R&D groups
•    Recommend customer service improvement programs for existing and new products
•    Deliver world-class customer service and build customer satisfaction
•    Adhere to safety rules, manufacturing procedures, company policies and procedures, QSR and ISO regulations;

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