Customer Service Supervisor

The Heico Companies LLC; Sarasota (FL); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Customer Service Supervisor to lead the Aftermarket Center of Excellence. In this pivotal role, you will ensure the smooth operation of the team, focusing on enhancing customer satisfaction and driving profitability. Your expertise in troubleshooting heavy machinery systems will be invaluable as you engage with both internal and external stakeholders to deliver exceptional service. Join a forward-thinking company that values leadership and innovation, offering a comprehensive benefits package and opportunities for professional growth. If you are passionate about customer service and have a knack for problem-solving, this is the perfect opportunity for you.

Benefits

Medical/Dental/Vision with HSA

Company paid long & short-term disability

401K with competitive company match

PTO

Company Paid Life Insurance

Qualifications

• Demonstrated leadership effectiveness in a technical environment.
• Knowledge of electronics, hydraulics, and pneumatics.

Responsibilities

• Ensure daily operations of the Aftermarket Center of Excellence.
• Provide leadership and performance management to team members.
• Engage with customers to coordinate effective service delivery.

Skills

Troubleshooting heavy machinery systems

Excellent communication skills

Conflict resolution

Problem-solving skills

Time management

Customer management

Negotiation skills

Education

College/University Degree in Mechanical Engineering/Controls

Tools

Business tools for technical support

Job description

POSITION SUMMARY:

The Customer Service Supervisor will be primarily responsible to ensure the daily operation of the CM Shredders Aftermarket Center of Excellence, (COE) team member performance. They will continuously develop and improve upon the capabilities and competence of the Aftermarket COE function.

Customer Service Supervisor will exhibit an emphasis to service customer requests per established KPI’s while identifying/implementing programs designed to grow CM Shredders profitability as directed by senior leadership.

DUTIES & RESPONSIBILITIES:

• Achieve and sustain planned revenue, margin and operating cost levels.
• Strong experience in troubleshooting, diagnosing, and commissioning heavy machinery systems with electric, hydraulic, and large motor drive systems.
• Engage with both internal/external customers (e.g.: Engineering, Sales, Purchasing, Field Service, etc.) to coordinate effective delivery of daily Aftermarket Service functions and operations.
• Assist in reviewing of delivery of service, assist in planning resource requirement and identify opportunities for improvement.
• Ensure reliable delivery of timely technical support through business tools available.
• Excellent communication skills.
• Conflict resolution and problem-solving skills.
• Must have excellent time management skills.
• Thorough knowledge and understanding of quality control procedures and relevant legal standards.
• Provide leadership and active performance management through weekly coaching, Monthly/Quarterly feedback and ongoing support for development planning and employee enablement.
• Ensure that each team member conducts themselves in a professional and courteous manner with customers at all levels.
• Superior Customer management and negotiation skills.
• Assist the General Manager in developing strategies for growth of service and parts business to meet business plan.
• Understanding and enforcing safety regulations and industry standards.
• Implements and manages all key Aftermarket Service business processes in support of strategic business goals and objectives as directed by General Manager.
• Provide leadership, coaching, mentorship and process assistance to team members to ensure all personnel maintain a high level of technical ability and familiarity with equipment and new product developments.
• Monitor/manage the process for handling incoming parts, service and warranty calls.
• Engage with Aftermarket Field Service as required to ensure the timely delivery of all field service requests for assistance.
• Monitor/manage processes and systems for service and parts order tracking.
• Coordinate and arrange freight for all Aftermarket products.
• Manage/monitor and improve processes required to diagnose, troubleshoot and repair equipment failures or difficulties.
• Oversee the delivery of aftermarket quotations for parts, service and maintenance.
• Other duties as required to meet CM Shredders business objectives.
• Provide feedback to other internal teams as required regarding customer comments and concerns as it relates to CM Shredders products.
• Attend internal and external meetings as required.

QUALIFICATIONS:

Education:

• College/University Degree – Mechanical Engineering/Controls

Experience:

• Demonstrated Leadership effectiveness.
• Knowledge of electronics and mechanical assemblies related but not limited to hydraulics, pneumatics and controls.
• Experienced in Servicing Customers technical challenges and parts needs.

What We Offer:

A Comprehensive Benefits Package that includes:

• Medical/Dental/Vision - with HSA (company provides yearly funding)
• Individual or Family Plans are available at affordable bi-weekly rates.
• Company paid long & short-term disability.
• 401K with competitive company match
• PTO
• Company Paid Life Insurance

CM Shredders is an Equal Opportunity Employer. Qualified candidates will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.