Customer Service Manager

Mokon; Buffalo (NY); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k)

401(k) matching

Life insurance

Paid time off

Vision insurance

Job summary

Mokon is seeking a seasoned customer service/technical support leader to manage the department in Buffalo, NY. The role emphasizes start-up support, troubleshooting, and training, with a clear path to growing the repairs operation into a profit center.

You'll coordinate field service travels, manage a nationwide service network, and ensure ISO 9001 documentation accuracy while mentoring staff and improving service delivery.

Qualifications

• Bachelor’s degree or equivalent from four-year college and 1–2 years related experience.
• Equivalent combination of education and experience.
• Experience with MS Excel, Word, Access, PowerPoint and Outlook is required.

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.

Skills

Customer service

People management

Troubleshooting

Education

Bachelor’s degree (B.A.) or equivalent

1–2 years related experience

Tools

MS Excel

MS Word

MS Access

PowerPoint

MS Outlook

Job description

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)