Regional Customer Support Manager

Job Description

Job Description

Summary of Position: The Regional Customer Support Manager oversees the performance and development of field service technicians while ensuring exceptional service delivery. The role emphasizes building strong customer partnerships, maintaining operational efficiency, and driving continuous improvement to achieve the highest levels of customer satisfaction.

Essential Duties and Responsibilities:

● Provide leadership and direct management of field service technicians and customer relations representative

● Support field technicians with customer issues and assist in developing effective solutions

● Standardize service processes and product delivery across all technicians

● Identify staffing needs and participate in recruitment efforts

● Identify and address training and professional development needs for field service technicians

● Monitor service ticket responses and resolutions to ensure all are closed within required timeframes

● Communicate status of outstanding issues both internally and externally to ensure all parties remain informed and up to date

● Conduct customer visits to maintain strong relationships and ensure complete satisfaction

● Lead and manage customer on-site system upgrades when required

● Coordinate multiple priorities and demonstrate initiative in completing projects within required timeframes

● Maintain strong working relationships with customers, co-workers and employees

● Ensure all company policies are followed

Skills and Abilities Required:

• Strong communication and interpersonal skills with the ability to build and maintain professional relationships
• Excellent listening and problem-solving abilities to effectively address customer and operational issues
• Strong organizational, prioritization, and time management skills
• High level of integrity with the ability to handle confidential and sensitive information appropriately
• Ability to understand and support the company’s vision and align departmental goals with organizational objectives
• Solid product and technical knowledge relevant to field service operations
• Willingness and ability to travel up to one week per month as required
• Experience working with Customer Relationship Management (CRM) systems

Education and Experience Required:

● Bachelor’s degree or equivalent job experience

● 5+ years customer service in comparable technical field

Pevco has been an industry leading provider of high-quality pneumatic tube transport systems for 45 years. Focused primarily on healthcare, Pevco is dedicated to the fast, safe and accurate delivery of specimens, drugs and blood products. We are a family owned business serving more than 900 hospitals in the U.S. and abroad. Our company culture is centered on teamwork, craftsmanship, and outstanding customer service.

Company Description

Pevco has been an industry leading provider of high-quality pneumatic tube transport systems for 45 years. Focused primarily on healthcare, Pevco is dedicated to the fast, safe and accurate delivery of specimens, drugs and blood products. We are a family owned business serving more than 900 hospitals in the U.S. and abroad. Our company culture is centered on teamwork, craftsmanship, and outstanding customer service.