Customer Support Manager

The Call Center Manager – Critical Power and Field Service Support is a foundational leadership role responsible for building and operating JDC Power Systems’ first centralized customer support function, supporting mission-critical power and data center customers as well as internal Field Service and Engineering teams. This role owns the design, launch, and scaling of a high-reliability call intake and escalation operation, serving as the primary gatekeeper for inbound customer and technician calls to ensure issues are properly triaged, documented, tracked, and resolved while protecting Engineering and Field Service leadership from unnecessary interruptions.

Operating in a zero-to-one environment, the Call Center Manager will establish the people, processes, systems, and performance standards required to deliver consistent customer experiences, improved response times, and a scalable support model aligned with JDC’s continued growth.

• Call Center Build & Strategy
  • Design and launch JDC’s first centralized call center operation, including staffing model, workflows, escalation paths, and performance standards
  • Define call center scope, service tiers, and hours of operation aligned with customer SLAs and field service needs
  • Develop short‑term launch plans and long‑term scaling strategy as call volume and customer base expand
• Systems & Technology Implementation
  • Source, evaluate, and implement call center and ticketing technologies (CRM, call routing, recording, analytics, and reporting tools)
  • Ensure systems integrate effectively with existing Field Service, Engineering, and Project Management workflows
• Project Management workflows
• Customer & Technician Call Handling
  • Oversee intake of inbound customer calls related to critical power systems, data center operations, service issues, and contract‑based support
  • Support Field Service Technicians by triaging troubleshooting calls, coordinating SME support, and assisting with FAR submissions
  • Develop scripts, decision trees, and technical intake guides to ensure consistent, accurate call handling
• Escalation & SME Coordination
  • Design and manage escalation protocols that route complex issues to the appropriate Engineering, Field Service, or Operations SMEs
  • Act as the gatekeeper between call center staff and Engineering to ensure only properly vetted issues are escalated
  • Track resolution ownership and ensure closed‑loop communication with customers and technicians
• Work Requests & Opportunity Capture
  • Manage inbound requests for additional work under existing contracts
  • Capture and route new work requests to the appropriate internal teams for estimating, scoping, or sales follow‑up
  • Ensure all opportunities are logged, documented, and tracked through resolution or handoff
• Team Leadership & Staffing
  • Hire, onboard, train, and manage a team of 4–8 call center representatives in the initial phase
  • Develop role clarity, training plans, performance metrics, and career progression pathways for call center staff
  • Coach and mentor team members to operate effectively in a high‑pressure, mission‑critical environment
• Performance Management & Reporting
• Cross‑Functional Collaboration
  • Partner closely with Field Service, Engineering, Project Management, and Sales to align workflows and expectations
  • Participate in operational planning discussions related to staffing, service coverage, and customer commitments
  • Act as a key contributor to the maturation of JDC’s service operations infrastructure

• Education and Experience
  • Bachelor’s degree in business administration, Operations Management, Engineering, or a related field or equivalent professional experience
  • 8–12+ years of progressive experience in call center operations, customer support, service operations, or technical support environments
  • Demonstrated experience building, launching, or significantly transforming a call center or centralized support function, ideally in a zero-to-one or growth environment
  • Proven experience managing customer and technician escalations in time-sensitive, mission-critical, or field-service-based operations
  • Strong working knowledge of call routing systems, ticketing platforms, CRM/service…