Customer Service Manager

Introduction

At Senneca, we embrace the entrepreneurial spirit of the innovators that created our brands from traffic doors, to cold storage doors to fiberglass doors and beyond. We are committed to exceeding our customers’ expectations and to provide doors that offer safety and protection to our customers’ most important assets…people, products, capital investments and processes.

Customer Service Vision

To strengthen partnerships through industry‑leading support for internal and external customers, delivered with humility, honesty, and respect, resulting in a world‑class customer experience.

Position Summary

The Customer Service Manager leads and develops a high‑performing customer service and technical support team. This role owns customer experience performance, drives continuous improvement, and ensures consistent, professional communication across all service channels. This leader sets the tone for service excellence while holding the team accountable to measurable results.

Company Paid: Life Insurance, STD, and LTD

3 weeks PTO

8 paid holidays in 2026

Parental Leave

Additional Benefits:

• 401k with company match
• Medical, dental, vision
• Employee Discount Programs
• Miscellaneous other optional benefits
• Career development and tuition assistance
• Diverse, inclusive and welcoming culture

• Recruit, onboard, and develop top customer service and technical support talent
• Conduct regular 1:1s and team huddles to drive clarity, engagement, and accountability
• Coach team members using KPIs and behavioral feedback
• Provide tools, guidance, and support to resolve customer issues effectively
• Hold team members accountable to performance standards and service behaviors

• Own and manage KPIs including customer satisfaction, response time, and resolution time
• Perform root cause analysis to identify trends and eliminate recurring issues
• Collaborate cross‑functionally to prioritize product and process improvements
• Remove obstacles and eliminate waste to improve service efficiency

• Oversee warranty data tracking and ensure accurate categorization
• Manage service and warranty escalations
• Ensure timely RMA resolution
• Maintain technical support guides, installation manuals, troubleshooting documents, service bulletins, and product change notices
• Support the team directly during peak volumes, absences, or complex issues
• Travel to job sites as needed to support installation and troubleshooting

What Makes You Successful in This Role

• You lead by serving both customers and your team
• You coach consistently and hold others accountable with respect and clarity
• You make confident decisions and own the outcomes
• You prioritize effectively and adjust when needed
• You challenge the status quo and look for better ways to operate

• You maintain composure under pressure
• You listen to understand
• You build trust across departments and with customers
• You can navigate difficult conversations with professionalism

• You tailor communication to your audience
• You negotiate effectively, especially in high‑emotion situations
• You respond quickly and communicate thoroughly
• You present clearly and confidently

• Bachelor’s degree or equivalent experience
• 2+ years of leadership experience
• 2+ years in customer experience
• 1+ year in a technical environment

• Experience with electrical systems (PLCs, VFDs, motors)
• Experience with mechanical systems
• Experience in a manufacturing environment