Customer Service Manager

Job Description

Job Description

SUMMARY:

FNA Group is a world class and leading manufacturer of consumer and industrial pressure washers and other outdoor power equipment. FNA's highly acclaimed brands include Simpson, Delco and CRX. Exclusive licenses with recognizable brands such as DeWalt, Stanley Black & Decker and Craftsman further strengthens FNA's market presence and awareness. FNA is a dynamic organization with unprecedented growth due largely to its ability to attract and retain highly talented associates.

We have a challenging and exciting opportunity for a Customer Service Manager who is energetic, can multi-task and problem solve, and has the drive and motivation to learn and grow in a fast-paced setting.

Primary Purpose:

The Customer Service Manager is responsible for all post-sale product support functions for FNA. This role manages both outsourced and internal customer service contact centers, in addition to leading technical support and warranty processes.

The position is accountable for analyzing and delivering summarized reporting on customer reviews, call center interactions, and warranty trends. As a critical leadership role, the Customer Service Manager helps ensure that all FNA products and brands consistently uphold FNA's Best-in-Class reputation, while meeting and exceeding customer expectations.

Duties and Responsibilities:

• Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures.
• Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities.
• Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments.

Required Skills and Abilities:

• Demonstrated strength in project management, with the ability to lead initiatives from concept through execution.
• Strong critical thinking, decision-making, and problem-solving capabilities.
• Proven ability to manage multiple priorities effectively in a fast-paced environment.

Education/Certification:

• Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience.
• Strong supervisory experience in product support within a manufacturing environment, including contct center operations.
• Experience analyzing data to drive process improvements and operational efficiencies.
• Experience in Outdoor Power Equipment or Durable Goods industries is preferred.

Management Responsibilities:

A team of 4 direct reports.