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. #J-18808-Ljbffr