Manager, Customer Service

Job Description:

Saab, Inc. is seeking a Customer Service Manager to lead a team responsible for providing front-line support to worldwide customers across our diverse portfolio of civil aviation, security, and defense products and services. The Customer Service Manager leads the definition, development, execution, and continuous improvement of customer service delivery through effective processes, metrics, and team leadership.

The Customer Service team serves as the primary point of contact for customers. Responsibilities include:

• Provide a reliable 24 x 7 x 365 single point of contact for customers.

• Respond appropriately to customer issues.

• Create and maintain records of customer issues from initiation through resolution.

• Facilitate communication among various Saab groups to drive resolution of customer issues.

• Provide basic support services where possible.

• Assign issues to the appropriate experts.

• Maintain awareness of each customer's unique requirements and contractual obligations.

• Assist Program Managers in continuing and extending support contracts.

• Promote customer awareness and a customer-focused culture throughout the organization.

• Comply with Saab standard operating procedures (SOPs).

The Customer Service Manager provides leadership, guidance, and oversight to team members as they fulfill this critical function. This position collaborates closely with customers, prospective customers, cross-functional teams, and all levels of management to support service delivery and customer satisfaction. Success in this role requires strong leadership capabilities, expertise in customer service operations, people management experience, and a continuous improvement mindset.

Responsibilities specific to the Customer Service Manager role include:

• Manage high-visibility and high-pressure customer issues as the primary escalation point for both customers and internal team members.

• Participate in the weekly on-call phone support rotation to support after-hours requests from customers worldwide.

• Monitor expiring warranty and extended support contracts and support extension and renewal proposals, as well as new business opportunities.

• Measure key customer satisfaction indicators and use results to drive continuous improvement initiatives.

• Identify, investigate, and resolve process issues that impact service delivery.

• Represent Customer Service in regular customer meetings with Program Management and Product Management, including meetings that may occur outside normal business hours.

• Monitor the timely delivery of customer support services.

• Communicate and build relationships with Saab colleagues across the United States and around the world.

• Develop, mentor, and lead team members as they grow in their careers at Saab.

• Assist with the development of quotes for support, spare parts, and repair orders, as needed.

• Travel approximately 15% annually, both domestically and internationally.

Compensation Range: $132,000 - $171,600

The compensation range provided is a general guideline. When extending an offer, Saab, Inc. considers factors including (but not limited to) the role and associated responsibilities, location, and market and business considerations, as well as the candidate's work experience, key skills, and education/training.

Skills and Experience:

Required Qualifications: 

• Bachelor’s degree with 10+ years of relevant experience working in a team environment, or a Master's degree with 8+ years of experience, or an equivalent combination of education and experience.

• Outstanding oral and written communication skills.

• Experience leading and managing people in a technical, professional environment.

• Highly organized, with the ability to multitask, strong time management skills, and the ability to follow up on action items and requests in a timely manner.

• Experience thriving in a fast-paced, decentralized environment.

• Comfort working with various levels within the organization.

• Ability to influence cross-functional teams without direct authority.

• Ability to obtain a Secret Security Clearance, if required.

Desired Qualifications:

• Focus on quality and improvement, with an understanding of continuous improvement concepts and principles (e.g., Lean, Six Sigma).

• Experience with commercial and defense/military logistics and maintenance principles.

Internal Applicants: In support of open dialogue, employees applying for an internal position are expected to initiate a conversation with their current manager before submitting their application.

Citizenship Requirements:

Must be a U.S. citizen. Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information.

Drug-Free Workplaces:

Saab is a federal government contractor and adheres to policies and programs necessary for sustaining drug-free workplaces. As a condition of employment, candidates will be required to pass a pre-employment drug screen.

Benefits:

Saab provides an excellent working environment offering professional growth opportunities, competitive wages, work-life balance, a business casual atmosphere and comprehensive benefits.

Highlights include:

• Medical, vision, and dental insurance for employees and dependents

• Generous paid time off, including 8 designated holidays

• 401(k) with employer contributions

• Tuition assistance and student loan assistance

• Wellness and employee assistance resources

• Employee stock purchase opportunities

• Short-term and long-term disability coverage

About Us:

Saab is a leading defense and security company with an enduring purpose, to help nations keep their people and society safe. Empowered by its 28,000 talented people, Saab constantly pushes the boundaries of technology to create a safer and more sustainable world. In the U.S., Saab delivers advanced technology and systems, supporting the U.S. Armed Forces and the Federal Aviation Administration, as well as international and commercial partners. Headquartered in Syracuse, New York, the company has business units and local employees in ten U.S. locations.

Saab is a company where we see diversity as an asset and offer unlimited opportunities for advancing in your career. We are also a company that respects each person’s needs and encourage employees to lead a balanced, rewarding life beyond work. Saab values diversity and is an Affirmative Action employer for protected veterans and individuals with disabilities. Saab is an Equal Employment Opportunity employer, all qualified individuals are encouraged to apply and will be considered for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, age, veteran, disability status, or any other federal, state, or locally protected category.