Manager, Customer Service

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. Responsibilities Serve as the primary point of contact for customers, providing reliable 24 x 7 x 365 single point of contact and responding 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 and 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, and promote customer awareness and a customer‑focused culture within the organization. Comply with Saab standard operating procedures (SOPs). Manage high‑visibility and high‑pressure customer issues, act as the primary escalation point for customers and internal team members. Participate in 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 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. 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. Must be a U.S. citizen and, if selected, may be subject to a government security investigation and must meet eligibility requirements for access to classified information. 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. Benefits 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. 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. #J-18808-Ljbffr SAAB