Customer Service Manager

Provide customer service/technical support to customers and representatives relative to systems in the field by performing the following duties: Essential Duties and Responsibilities Manage Customer Service Department and personnel. Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble‑shooting purposes, or training classes. Develop Repair Department into profit center; manage entire process of repairs from customer contact to billing (relative to warranty, repairs and conversions). Define warranty claims and provide customers with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field. Coordinate all return authorization of units and parts. Track system issues in field (warranty/defects) and report through RM log. Process damage claims for all freight damage to systems. Manage/coordinate all field service travel to customer’s facilities for start-up, trouble shooting, warranty or training purposes. Set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage. Train representatives regularly on customer service issues. Insure all related ISO 9001 documentation is accurate and being followed. Other duties may be assigned. Education / Experience Bachelor’s degree (B.A.) or equivalent from four-year college or university; and one to two years related experience and/or training Or equivalent combination of education and experience Experience with MS Excel, Word, Access, PowerPoint and Outlook is required Mokon Employees Employees must meet the following criteria to be eligible to apply for open positions: At least six (6) months of service with the company At least six (6) months in their current position No record of disciplinary action within the past six (6) months 401(k) 401(k) matching Health insurance Health savings account Life insurance Paid time off Vision insurance Schedule Salary: $ 90,000 – $ 100,000 / year Full-time · 40 hours per week Monday to Friday Work Location: Buffalo, NY 14207: Reliably commute or planning to relocate before starting work (Required) #J-18808-Ljbffr Mokon