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Manager, Customer Service

South San FranciscoFLIR Systems



Be visionary

At FLIR, we have a simple but ambitious mission: to develop market-leading thermal and sensing technologies which enhance everyday life. From saving energy, to saving lives FLIR is making a real difference in our world.

Our products are used in a wide array of situations to rescue people in danger, detect criminals, conserve energy, navigate safely, provide security around the globe, and protect our environment.

We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.

  

Job Description

  

Summary: Primary focus of this role will be in the area of development, implementation, maintenance, and the on-going improvement of customer service, sales and general business, which includes operating logistics, inventory and spares provisions, and service policies and procedures. 

Detailed Description:

DUTIES AND RESPONSIBILITIES:

Spearheads the successful implementation of a robust customer service operating system integrated with the company ERP system.  This includes the evaluation, development, training, implementation, and maintenance of customer support team operations.

Ability to understand and take ownership of customer issues and follow through until final resolution and full customer satisfaction.

Responsible for accomplishing the goals of customer support business unit including repair turnaround time, service sales revenue, gross margin goals, expense cost management, quality systems support, and overall customer satisfaction.

Responsible for the daily guidance and direction of the customer support (administrative) team on issues related to business order processing, operational logistics, and system interfacing.  This includes establishing individual and team performance goals, preparing performance reviews, conducting disciplinary actions and executing hiring and firing decisions with input.

Provides and/or arranges for training and support for new and existing Customer Service Reps.

Interfaces with customers via telephone, or email, regarding technical repair issues.  Provides oversight to staff which promotes positive corporate image.

Ensures that estimates are issued consistent with corporate policy.

Ensures that standard procedures are documented and follows company quality standards.

Determines equipment and tool requirements for purchase.

Assists Engineering in development and implementation of system upgrades and ECO's.

Provide critical field performance data to support corporate quality and corrective action functions.

Works with sales and marketing to develop strategies for increasing customer service business through upgrades, remote service sites and promotional activities.

Determines equipment and tool requirements for purchase.

Perform other job-related duties as required.

Maintains a positive relationship with other Service Centers whose products they support.

Develops reports as required to track critical metrics to the business.

Ensures focus of activities remains on customer support while also proving support to other departments.

Must have experience using standard business productivity software tools (Excel, Word, Access, etc¦)

Requirements:
Proven experience in implementing robust systems in a world-class service environment.  Prior accomplishments in improving business processes, preferably in a global service environment.  Requires a minimum of 5 years experience in a customer service hardware environment (preferably with high-tech instrumentation), a basic business (P&L) understanding, with a bachelors degree in business (preferred).  Relevant education and directly related experience will be strongly considered in lieu of the bachelors degree.  Knowledge of government contracts desirable.  Ability to supervise, direct, hire, train technical staff, and have good communications skills for telephone and interdepartmental correspondence.  Must be a team player; one who will work closely with internal resources and management and is in close contact to the overall business.

  

FLIR and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.

FLIR is an equal opportunity employer. 

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