Customer Success Manager

Ambrell Induction Heating Solutions; City of Rochester (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Ambrell Induction Heating Solutions in Rochester, NY seeks a Customer Success Manager to lead customer service and field service across the order lifecycle. You will coordinate service activities, manage escalations, and partner with Engineering, Operations, Finance, and Quality to meet commitments.

The ideal candidate has hands-on leadership in technical manufacturing or field service for industrial capital equipment and excels at building customer-centric teams and scalable processes.

Qualifications

• 3+ years of experience leading customer service, field service or technical support teams.
• 5+ years of experience in customer service, customer success, inside sales support, order management, or field service coordination
• Strong verbal and written communication skills.
• Proven ability to manage competing priorities to resolve customer issues in a fast-paced environment.
• Proficiency with Microsoft Suite products, ERP systems, and service management tools.

Responsibilities

• Lead and develop the customer service and field service teams to deliver responsive, accurate, and customer-focused support.
• Oversee field service technicians, including scheduling, dispatch coordination, and follow-up on service activities.
• Coordinate installation, commissioning, preventive maintenance, troubleshooting, repair, and warranty service activities.
• Manage daily customer service operations, including order entry, order status updates, inquiries, returns, and escalations.
• Serve as a primary escalation point for complex customer concerns and coordinate with internal teams.

Skills

Leadership

Customer service

Communication

Prioritization

Tools

Microsoft Office

ERP systems

Service management tools

Job description

Description
The Customer Success Manager is responsible for leading Ambell's customer service and field service functions ensuring that customers receive timely, accurate, and professional support throughout the order lifecycle. This role oversees customer communications, order management, issue resolution, global field service coordination, technician scheduling, service escalation, and process improvement initiatives that strengthen customer satisfaction and operational performance. The ideal candidate is a hands-on, customer-focused leader with a strong background in technical manufacturing or field service for industrial capital equipment, exceptional communication skills, and a proven passion for building and leading high-performing, customer-centric teams.

Description
The Customer Success Manager is responsible for leading Ambell’s customer service and field service functions ensuring that customers receive timely, accurate, and professional support throughout the order lifecycle. This role oversees customer communications, order management, issue resolution, global field service coordination, technician scheduling, service escalation, and process improvement initiatives that strengthen customer satisfaction and operational performance. The ideal candidate is a hands-on, customer-focused leader with a strong background in technical manufacturing or field service for industrial capital equipment, exceptional communication skills, and a proven passion for building and leading high-performing, customer-centric teams.

Duties Include, But Are Not Limited To The Following

• Lead, coach, and develop the direct and international distributor customer service teams to deliver responsive, accurate, and customer-focused support.
• Oversee field service technicians, including service scheduling, dispatch coordination, workload prioritization, customer communication, and follow-up on completed service activities.
• Coordinate installation, commissioning, preventive maintenance, troubleshooting, repair, and warranty service activities to ensure field service commitments are met.
• Manage daily customer service operations, including order entry, order status updates, customer inquiries, return authorizations, service coordination, and issue escalation.
• Serve as a primary escalation point for complex customer concerns, ensuring timely resolution and clear communication with internal and external stakeholders.
• Partner cross-functionally with Engineering, Applications Engineering, Operations, Finance, Quality, and Supply Chain to support customer commitments and resolve barriers.
• Monitor customer service performance metrics, including response time, order accuracy, backlog status, issue resolution, and customer satisfaction trends.
• Support business processes from quote-to-cash and order-to-delivery processes by ensuring accurate customer information, pricing, order details, delivery expectations, and documentation.
• Support service sales initiatives and revenue growth such as maintenance contracts, upgrades, and spare parts.
• Ensure timely communication regarding lead times, shipment status, service needs, technician availability, warranty matters, and other customer-impacting updates.
• Maintain customer service and field service standards, procedures, training materials, and service documentation to support consistency and scalability.
• Promote a culture of accountability, teamwork, professionalism, safety, and continuous improvement within the customer service and field service functions.

PLEASE NOTE THAT WE ARE NOT OFFERING RELOCATION ASSISTANCE AT THIS TIME.

Requirements

• 3+ years of experience leading, supervising, or mentoring a customer service, field service or technical support team.
• 5+ years of experience in customer service, customer success, inside sales support, order management, or field service coordination
• Strong verbal and written communication skills
• Proven ability to manage competing priorities to resolve customer issues, coordinate service priorities, manage competing demands, and make sound decisions in a fast-paced environment
• Proficient with Microsoft Suite products, ERP systems, and service management tools.