Customer Service & Field Support Manager

Job Description

Job Description

The Customer Service & Field Support Manager plays a pivotal role in managing and enhancing customer service operations while overseeing field support activities. This role emphasizes proactive client outreach, conducting regular customer check-ins, gathering feedback, and tracking customer satisfaction to ensure a superior customer experience. Applicants should expect to spend around 50% of their time frequently traveling across multiple regions to train users, service/troubleshoot equipment, and maintain strong client relationships directly. Typical regions of field travel include remote areas of Pacific Asia, Europe and all over the US. Applicants are expected to perform physical labor in a variety of hot and cold environments. While the main office is based in New York, applicants can work remotely when not fulfilling travel responsibilities.

Responsibilities

• Deliver a combination of inbound and outbound customer support with a focus on proactive client outreach
• Coordinate field support activities and logistics with external clients
• Provide training and development to customers and users to enhance service effectiveness
• Resolve customer and field issues promptly to maintain satisfaction
• Monitor performance metrics and report insights to the Field Manager and CEO
• Lead communication efforts with clients to foster long-term relationships
• Drive continuous process improvements within customer service and field operations
• Generate regular reports to track customer success and satisfaction trends

Preferred Qualifications

• 3+ years in customer service, technical support, or field service
• Technical expertise in electrical and mechanical systems or equivalent hands-on knowledge
• Experience with Customer Relationship Management (CRM) software
• Strong conflict resolution and problem-solving skills
• Proven ability in field support coordination and hands-on field service
• Excellent communication skills to engage effectively with clients and internal teams

Pvilion is a solar technology firm specializing in lightweight structures. It is committed to helping achieve a global sustainable environment by making photovoltaic technology available in more locations and applications through its unique experience fabricating solar powered fabrics. Pvilion sells into the construction, military, industrial buildings, and consumer products markets. Pvilion’s technology is cutting edge and promises to grow in the next months and years. For the right individual, this is the chance to help grow inside an emerging business with substantial opportunity. Please see our website at Currently a lean, tight-knit team preparing to scale in the coming months.

Company Description

Pvilion is a solar technology firm specializing in lightweight structures. It is committed to helping achieve a global sustainable environment by making photovoltaic technology available in more locations and applications through its unique experience fabricating solar powered fabrics. Pvilion sells into the construction, military, industrial buildings, and consumer products markets. Pvilion’s technology is cutting edge and promises to grow in the next months and years. For the right individual, this is the chance to help grow inside an emerging business with substantial opportunity. Please see our website at Currently a lean, tight-knit team preparing to scale in the coming months.