Customer Service Manager

Location: On Site - Mesquite, Texas, United States

About the Manufacturing Company /

The Opportunity:

Join a dynamic manufacturing organization recognized for producing high-quality consumer and industrial outdoor power equipment and other durable products. This is an opportunity to lead a broad post-sale support operation spanning customer service, technical support, warranty administration, repairs, claims, outsourced contact-center performance, and an extensive authorized service-center network. You will play a key role in strengthening the customer experience, improving operational efficiency, and protecting the reputation of respected product brands.

Responsibilities:

• Lead post-sale customer service, technical support, warranty claims, repair support, returns, and escalation management.
• Manage and develop approximately four to five onsite and remote direct reports across customer service, technical support, warranty, and administrative functions.
• Provide leadership to experienced technical subject-matter experts and leverage their product knowledge to resolve complex customer and warranty issues.
• Oversee warranty claim review, product diagnosis, repair decisions, and approvals in accordance with established warranty policies.
• Manage the relationship with an outsourced customer contact center, including service levels, performance metrics, customer issues, and escalations.
• Provide overall leadership and oversight for a nationwide authorized service-center network of approximately 1,000 locations.
• Analyze contact-center activity, customer reviews, warranty claims, returned-product data, parts sales, and related reporting to identify trends and improvement opportunities.
• Lead cross-functional initiatives that improve processes, operational efficiency, order fulfillment, product support, and the overall customer experience.

Must-Have

Skills:

• Strong supervisory or management experience in customer service, post-sale product support, technical services, warranty, repair operations, or a related function.
• Experience supporting physical products within a manufacturing environment.
• Hands-on experience with warranty claims, product repairs, technical support, returns, customer escalations, or comparable post-sale processes.
• Experience managing customer-service or contact-center operations, including internal and outsourced resources.
• Strong people-management skills, including the ability to lead experienced technical specialists and subject-matter experts.
• Demonstrated ability to analyze customer-support and operational data, identify trends, and drive process improvements.
• Strong project-management, critical-thinking, decision-making, and problem-solving capabilities.
• Excellent communication skills and the ability to collaborate effectively with technical and non-technical teams in a fast-paced environment.

Nice-to-Have

Skills:

• Experience in outdoor power equipment, durable goods, appliances, tools, power tools, lawn and garden equipment, HVAC, generators, machinery, automotive aftermarket, or industrial equipment.
• Experience supporting repairable manufactured products with established warranty and service processes.
• Experience managing an authorized service-center, dealer, repair, or third-party service-provider network.
• Experience managing outsourced contact-center relationships, service levels, and customer escalations.
• Knowledge of parts, accessories, replacement parts, service parts, or related order-fulfillment processes.
• Bachelor's degree in Business Management or a related discipline.
• Experience with customer satisfaction programs, Voice of Customer initiatives, CSAT, KPIs, SLA reporting, root cause analysis, and continuous improvement.