Insero Talent Solutions is recruiting a Customer/Field Service Manager for an optical manufacturing company in Rochester, NY.

Summary:

Directs and coordinates customer service activities related to installations, training, machine and sub-system qualifications, remote support and on-site service. Markets, promotes and sells parts, upgrades and services. Conveys ‘voice of the customer’ feedback to the organization to help drive product and process solutions and improvements. Act as “Internal Champion” for all customer related issues.

Essential Duties and Responsibilities:

Receives, reviews, completes and archives customer requests for assistance. This may include ascertaining cause for service request, type of request and recommended solution. Much of this activity will be managed in QED’s CRM platform.

• Prepares and manages schedules for service personnel and assigns personnel to specific repair and support related work. This can include providing off hour support to employees and customers around the world.

• Prepares support related estimates, quotes and orders. Tracks, reconciles and closes orders to include keeping records of work hours and parts utilized, and work performed for each service call. Track all service and warranty costs (labor and material) to ensure accuracy of estimates.

• Develop training programs in response to Customer Service Engineering needs. Develops and maintains installation, qualification and service procedures.

• Markets, promotes and sells spare parts, upgrades, optional equipment and service contracts through on-going customer service account management.

• Provides customers with systematic and periodic updates on new product capabilities and continuous improvement efforts. Communicates action item statuses with all internal and external customers.

• Creates, builds, and documents new departmental policies, procedures, and competencies.

• Implements and manages methodology for obtaining feedback from Service, Engineering and Customers to include continuous improvements opportunities, new product ideas, customer satisfaction, machine quality issues, etc.

• Initiate and support Correct Action Requests (CARs).

Supervisory Responsibilities:

Directly supervises employees in the Customer Service & Support Department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and/or Experience:

Bachelor’s Degree (B.S.) in Engineering from a four-year college or university and ten+ years’ experience managing a customer service group in a capital equipment industry. Master’s degree (MS/MBA) is preferred.

Travel:

Domestically and internationally, is currently required to perform the essential duties and responsibilities of this position.