Client Support Manager

TAIT

Lititz (Lancaster County)

On-site

USD 70,000 - 90,000

Full time

4 days ago

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Benefits offered by this job

Competitive medical, dental, andvision

Health Savings Account (HSA)

Flexible Spending Accounts (Medical &/

401(k) retirement plan with company  &

Paid parental leave

Employee Assistance Program (EAP)

Paid vacation and holidays

Job summary

TAIT is seeking a Support Manager to deliver courteous, professional service to a diverse clientele and collaborate with multiple TAIT departments to tailor solutions. The role involves site visits, parts, and managing client support agreements with a strong emphasis on client satisfaction.

The ideal candidate will lead teams, manage expectations, and help optimize operations while adhering to TAIT policies and safety practices. Strong communication and problem-solving skills are essential.

Qualifications

HS Diploma or G.E.D. equivalent; Associates or Bachelors degree preferred
Proficiency in MS Office Suite.
Experience in customer support or management role preferred in entertainment industry

Responsibilities

Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
Provide feedback from customers on product quality and features.
Follow TAIT QHSE and global Service & Support policies and procedures.
Maintain client relationships ensuring clients are satisfied with the services provided.
Manage and exceed client expectations to agree on clear scope, schedule, and contract.
Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.

Skills

Team Leadership

Communication

Problem-Solving

Performance Management

Time Management

Adaptability

Delegation

Conflict Resolution

Decision-Making

Customer Focus

Education

HS Diploma or GED

Associates or Bachelors preferred

Tools

Epicor ERP

Salesforce

MS Office Suite

Job description

Position Purpose

The Support Manager provide courteous, professional, prompt, exceptional service, and support to TAIT’s diverse clientele. As a Support Manager, you are accountable for collaborating with various departments and teams to develop the right solutions to customer concerns. The work involves considerable client contact with an emphasis on providing support tailor-made to the client’s system sustainment and vision. Support Managers work with clients on, but are not limited to, arranging site inspections and visits, part repairs, part ordering, and assisting with the management of clients' support agreements.

Essential Responsibilities / Accountabilities

Maintain customer relationships while advocating on behalf of the customer and the TAIT company.
Provide feedback from customers on product quality and features.
Follow TAIT QHSE and global Service & Support policies and procedures.
Maintain client relationships ensuring clients are satisfied with the services provided.
Manage and exceed client expectations to agree on clear scope, schedule, and contract.
Ensure that support tickets are kept out of breach through professional, clear, concise information for both internal and external use.
Manage site teams, negotiate changes and variations where applicable ensuring that the project is executed in a timely, cost-effective, profitable, and professional manner.
Collaboration with the technical integration teams and project teams in the TAIT organization to help exceed the client needs.
Manage and schedule resources in collaboration with resource management teams.
Work proactively, taking the initiative where necessary and with minimum supervision.
Identify, source, and supply spare and replacements parts in partnership with other TAIT departments.
Structure and process qualitative and quantitative data and draw insightful conclusion from it in a timely manner.
Work within a global team of technical support professionals delivering the best in support services to our clients.
Visit sites and meet with clients to maintain relationships and develop new ones when required.
Demonstrate continuous diplomatic effort to improve operations, streamline work processes and work cooperatively with other departments.
Adhere to all company safety policies and procedures.
Attend meetings, seminars, and training sessions as required.
Perform assigned duties according to the policies and expectations prescribed by the company.

Behavioral Competencies

Team Leadership: Ability to lead and motivate a team to achieve departmental goals.
Communication: Strong communication skills for effective team collaboration and reporting.
Problem-Solving: Proficiency in identifying and addressing issues within the team or department.
Performance Management: Skill in setting clear performance expectations and providing feedback.
Time Management: Effective time and resource management to meet deadlines and objectives.
Adaptability: Ability to adapt to changing priorities and work environments.
Delegation: Skill in delegating tasks and responsibilities to team members.
Conflict Resolution: Managing conflicts within the team and fostering a positive work environment.
Decision-Making: Sound decision-making skills within the scope of the team or department.
Customer Focus: Ensuring products or services meet customer needs and expectations.

Minimum Qualifications

HS Diploma or G.E.D. equivalent; Associates or Bachelors degree preferred
5+ years experience working in a customer support or management role preferably in the entertainment industry.
Experience planning projects with complex logistics and hard deadlines.
Proficiency in MS Office Suite.
Familiarity with Enterprise Resource Planning (ERP) system (e.g. Epicor) and customer service ticketing service platform(s) (e.g. Salesforce)
Proficient in written and verbal communication skills with a level of honesty and integrity
Strong willingness to work hard and sometimes outside of normal business hours to get the job done.
Comfortable providing feedback from customers on product quality and features to internal stakeholders
TAIT markets, especially cruise ship venues, theatres, and theme parks, strongly preferred.

Working Conditions and Physical Effort

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee regularly operates a computer, including typing, using a mouse or keyboard, and viewing the screen for extended periods. While the role does not require regular lifting or physical exertion, there may be occasional onboarding programs or training opportunities that create opportunities for more exposure to physical tasks or new environments (sites, venues, etc.).

Work conditions of the role are:

Work conditions may involve moderate exposure to unusual elements such as dirt, dust, fumes, unpleasant odors, and/or loud noises.
Work environment involves some exposure to hazards or physical risks which require following basic safety precautions.
Must be able to wear and properly utilize appropriate personal protective equipment (PPE) to work within or visit areas where required. This includes, safety glasses, reflective vest, ear plugs, safety toed shoes, and other PPE as required by the location.

TAIT Benefits: