Customer Support Manager

Job Description

Summary of Functions

This position is responsible for building and leading our new customer support department, which will provide technical support to our customers related to our autoclaves, ovens, control systems, and CPC control software products. The manager of the department will ensure all customer questions are addressed and support contract deliverables are provided in a reasonable time.

Major Duties and Responsibilities

• Recruit and manage a small team of support engineers.
• Responsible for all customer support activities and oversight of customer support team members.
• Oversee support contracts and ensure that our customers see value in the contract by providing frequent touch-time and contract deliverables
• Learn our products and work with your team to provide direct support related to CPC software questions, programming, and equipment troubleshooting
• Manage ASC’s customer training programs and ensure training is continuously improved to meet company standards
• Manage customer support phone calls and emails using the Appward Ticket Director app
• Manage outgoing marketing related to our support services and promote sales of support contracts, upgrades, and maintenance services
• Manage our live-stream web training programs and ensure training is continuously improved to meet company standards
• Champion ASC’s CXS (Customer Experience Strategy) program and consistently deliver excellent customer experiences
• Work with upper management to address major customer support issues
• Analyze customer support feedback and champion corrective actions to address recurring problems
• Continuously improve the customer support process and strengthen the relationship we have with our customers.
• Support the Sales, Service, and Engineering Departments with resolution of complex customer issues.

Skills and Experience

Physical Requirements

Must be able to spend extensive amounts of time sitting, working on a computer or phone.

Must be able to spend up to 8 hours per day in a heavy manufacturing environment that is

not air conditioned and has exposure to noise and dust / particles caused by welding and

other fabrication activities associated with the production of industrial process equipment.

PPE will be required including hard hats, protective glasses, and ear protection. Regular

use of phone and computer. Extensive periods at computer monitor are common. Hearing

and vision within normal ranges is essential for normal conversations and reading.

Location :

This position requires in-person work at our state-of-the-art facilities in Valencia, conveniently located near Magic Mountain.

Job Type : Full-time

Pay : $130,000.00 - $150,000.00 per year

Benefits :

Schedule :

Application Question(s) :

Education :

Work Location : In person