Customer Service Support Manager - D.R. Joseph, Inc.

Company Overview:

D. R. Joseph, Inc is a leading provider of blown film extrusion control systems with a global presence. We pride ourselves on delivering reliable products and exceptional customer service, ensuring our clients feel supported throughout their purchasing journey. Our dedicated team is committed to providing timely and competent service, whether through phone support, email, remote access, or on-site assistance.

Position Overview:

We are seeking a Customer Service Manager to lead our customer service operations. This role will be responsible for overseeing our helpdesk and field service efforts, ensuring that we meet our customers' needs effectively and efficiently. The ideal candidate will have a strong technical background, excellent leadership skills, and a passion for customer satisfaction.

Key Responsibilities:

• Manage and oversee all aspects of customer service, including helpdesk operations and field service support
• Lead and mentor a team of technical support staff, ensuring high levels of performance and customer satisfaction
• Develop and implement customer service policies and procedures to enhance service delivery
• Collaborate with sales and technical teams to ensure seamless communication and support for customers
• Monitor and analyze customer service metrics to identify areas for improvement
• Handle escalated customer inquiries and resolve issues in a timely manner
• Foster a customer-centric culture within the team, promoting a positive and proactive approach to service

Qualifications:

• Bachelor’s degree in a relevant field (e.g., Engineering, Business Administration)
• Proven experience in customer service management, preferably in a technical or industrial environment
• Strong technical knowledge of industrial control systems or related technologies
• Excellent leadership and team management skills
• Exceptional communication and interpersonal abilities
• Ability to work collaboratively across departments and with global teams
• Proficient in customer service software and tools
• Bilingual Spanish a plus

What We Offer:

• Competitive salary and benefits package
• Opportunity to work in a dynamic and supportive environment
• Professional development and growth opportunities
• Family Like Work Environment