Customer Service Manager

Customer Service Manager

The Customer Service Manager is responsible for the day-to-day leadership, performance, and development of the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and mission-critical cooling applications. This role ensures efficient service delivery, optimal technician utilization, rapid customer response, and effective escalation management while maintaining high levels of customer satisfaction and operational excellence. The Service Manager serves as the primary leader for dispatch operations, call center activities, technical triage processes, field service scheduling, and service execution coordination.

Key Responsibilities

• Team Leadership & Management
• Service Operations Management
• Resource Coordination Oversight
• Technical Triage & Customer Support
• Customer Experience Management
• Performance & KPI Management
• Cross-Functional Collaboration
• Compliance & Safety

Qualifications

• Education: Bachelor's degree in Engineering, Business, Operations Management, or related field preferred.
• Experience: 5+ years of service operations, call center, dispatch, or field service management experience. 3+ years leading customer support, resource coordination, or technical service teams.
• Technical Knowledge: Preferred understanding of liquid cooling systems, CDU, data center cooling infrastructure, pumps, heat exchangers, valves, and controls, HVAC and thermal management systems, remote monitoring and diagnostics, service dispatch and workforce management systems.
• Key Competencies: Leadership, team development, coaching and mentoring, performance management, conflict resolution, change management, customer focus, customer relationship management, executive communication, escalation management, service excellence, operational excellence, workforce planning, resource allocation, process improvement, KPI analysis, continuous improvement, communication, root cause analysis, problem solving.

Success Measures (First Year)

• Achieve or exceed SLA targets.
• Improve technician utilization and dispatch efficiency.
• Reduce response and resolution times.
• Increase customer satisfaction scores.
• Develop a highly engaged and accountable service operations team.
• Establish scalable processes supporting growth in liquid cooling service demand.
• Improve first-call resolution and escalation effectiveness.

This role is ideal for a leader who combines strong customer service management skills with operational discipline and an understanding of mission-critical cooling infrastructure supporting modern AI and data center environments.