Customer Service Manager

Provide customer service/technical support to customers and representatives relative to systems in the field by performing the following duties:

• Manage Customer Service Department and personnel.
• Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble‑shooting purposes, or training classes.
• Develop Repair Department into profit center; manage entire process of repairs from customer contact to billing (relative to warranty, repairs and conversions).
• Define warranty claims and provide customers with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field.
• Coordinate all return authorization of units and parts. Track system issues in field (warranty/defects) and report through RM log. Process damage claims for all freight damage to systems.
• Manage/coordinate all field service travel to customer’s facilities for start-up, trouble shooting, warranty or training purposes.
• Set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage.
• Train representatives regularly on customer service issues.
• Insure all related ISO 9001 documentation is accurate and being followed.

Other duties may be assigned.

• Bachelor’s degree (B.A.) or equivalent from four-year college or university; and one to two years related experience and/or training
• Or equivalent combination of education and experience
• Experience with MS Excel, Word, Access, PowerPoint and Outlook is required

Employees must meet the following criteria to be eligible to apply for open positions:

• At least six (6) months of service with the company
• At least six (6) months in their current position
• No record of disciplinary action within the past six (6) months
• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

• Salary: $ 90,000 – $ 100,000 / year
• Full-time
  · 40 hours per week
• Monday to Friday

Work Location: Buffalo, NY 14207:
Reliably commute or planning to relocate before starting work (Required)