Customer Solutions & Service Excellence Manager

Evolving Solution Services; Harrisburg (Dauphin County); On-site; USD 75,000 - 110,000; Full time

Job summary

Evolving Solution Services is seeking a Customer Solutions Support Manager in Harrisburg, PA to oversee customer support, warranty coordination, parts support, and technical service operations. You will lead a team, drive timely issue resolution, and enhance customer experience across service workflows.

The role focuses on expanding preventive maintenance opportunities, improving call center effectiveness, and collaborating with service leadership to increase operational efficiency.

Qualifications

• 3-5 years of experience in technical service management, service coordination, warranty administration, or service contract management.
• Proficiency with Microsoft Word, Excel, Salesforce, and scheduling systems.
• Strong conflict resolution, operational planning, scheduling, and basic financial analysis skills related to credit validation.
• Excellent verbal and written communication skills with the ability to effectively connect customers, technicians, and leadership teams.

Responsibilities

• Customer Support & Resolution: Serve as the primary escalation point for customer repair satisfaction concerns service issues, and callbacks.
• Customer Support & Resolution: Investigate and validate customer credit requests in coordination with the Accounts Receivable (AR) team.
• Customer Support & Resolution: Maintain strong customer relationships by resolving service and billing concerns quickly and effectively.
• Customer Support Operations: Oversee and mentor Customer Support Associates to ensure consistent, high‑quality service.
• Customer Support Operations: Develop and implement efficient scheduling processes to minimize customer wait times and improve responsiveness.
• Customer Support Operations: Monitor team performance metrics, including response times, resolution rates, and process compliance.
• Technical Services & Field Support: Utilize Tech Trak to monitor technician activities and identify opportunities to improve service efficiency.
• Technical Services & Field Support: Support field technician operations under the strategic direction of the Technical Director.
• Technical Services & Field Support: Drive and expand the Preventive Maintenance (PM) Program through effective service coordination.
• Technical Services & Field Support: Provide operational and routing support for Yankee route business.
• Parts & Warranty Support: Oversee the processing, documentation, and validation of parts warranty claims.
• Parts & Warranty Support: Coordinate technical parts descriptions and inventory requirements based on established warranty guidelines.
• Parts & Warranty Support: Ensure defective parts are tracked, returned, and credited in accordance with vendor requirements.

Skills

Technical Service Management

Service Coordination

Warranty Administration

Conflict Resolution

Operational Planning

Scheduling

Financial Analysis

Communication

Tools

Microsoft Word

Excel

Salesforce

Scheduling systems

Job description

Evolving Solution Services is seeking a Customer Solutions Support Manager in Harrisburg, PA to oversee customer support, warranty coordination, parts support, and technical service operations. You will lead a team, drive timely issue resolution, and enhance customer experience across service workflows.

The role focuses on expanding preventive maintenance opportunities, improving call center effectiveness, and collaborating with service leadership to increase operational efficiency.