Customer Support Manager

Camlin Energy; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

A global technology leader in Atlanta is seeking an experienced Customer Support Manager to own the post-install lifecycle for monitoring systems across North America. The role encompasses managing maintenance operations, ensuring customer satisfaction, and tracking commercial metrics. Ideal candidates should have a Bachelor's degree in business and over 5 years of relevant experience. Strong skills in process documentation and CRM management are essential for success in this position.

Qualifications

• 5+ years in creating and documenting processes to drive performance excellence.
• Experience managing scheduling and field-based technical teams.
• Experience with CRM-based tracking.

Responsibilities

• Own the post-install customer lifecycle for monitoring systems.
• Drive CSAT measurement framework and analyze root causes.
• Manage preventative and corrective maintenance scheduling.

Skills

Process documentation

Dashboard creation

CRM management

Team management

Education

Bachelor's degree in business related discipline

Tools

Salesforce

Job description

Camlin is a global technology leader that operates with the vision of bringing revolutionary products to life for a wide range of industries, including power and rail, and also has interests in a number of R&D projects in a variety of scientific sectors.

At Camlin we believe in high quality engineering and design, allowing us to develop market leading products and services. In short, we love creating value for our customers by solving difficult problems. As of now, Camlin operates in over 20 countries worldwide.🌐

Location: Atlanta, GA

Reports to: SVP Operations

Role Purpose

The Customer Support Manager will own the post-install customer lifecycle for all Camlin installed monitoring systems across North America.

This role ensures that maintenance, reactive support, customer communication, and performance reporting are executed with discipline, transparency, and commercial awareness.

The Customer Support manager will be responsible for

• Improve gross margin on support work
• Increase CSAT and retention
• Reduce operational fire-fighting

Key Responsibilities

Maintenance Operations Ownership

• Own scheduling and execution of all:
• Preventative maintenance
• Corrective maintenance
• Warranty service
• Reactive field visits
• Build and manage a rolling 90-day maintenance forecast
• Ensure MSA adherence and response time targets are met
• Coordinate with Field Service Engineers and Technicians to optimize travel and utilization
• Monitor and report on warranty claim trends

Customer Experience & CSAT

• Own post-install customer relationship for support phase
• Ensure timely response to customer inquiries
• Strategic (White Glove) accounts
• General business accounts
• Implement and manage CSAT measurement framework
• Drive root cause analysis for low satisfaction scores

Commercial & Margin Accountability

• Track:
• Cost per maintenance visit
• Margin analysis
• Jira (where applicable)
• Monthly support performance
• Quarterly trend analysis
• Margin by support contract type
• Track KPIs including:
• Response time
• First-time fix rate
• % preventative vs reactive
• Revenue per field week
• Support contract attachment rate
• Renewal rates

In alignment with Camlin Way principles:

• Standardize maintenance intake workflows
• Define RACI between:
• Account owners
• Technical support
• Scheduler
• Improve handoff from installation → support lifecycle
• Develop documented lifecycle playbooks
• Reduce administrative waste in scheduling and follow-up

Strategic Account Support Model

For White Glove accounts:

• Ensure structured support plan exists per account
• Coordinate support reviews
• Provide data insights from installed fleet
• Support upsell opportunities

Required Experience

• Bachelors degree in business related discipline
• 5+ years in creating and documenting processes to drive performance excellence
• Experience building dashboards and reporting
• Experience managing scheduling and field-based technical teams
• Experience with CRM-based tracking (Salesforce preferred)

Preferred:

• Exposure to warranty programs
• Experience implementing service-level metrics

Our Values

• We work together
• We believe in people
• We won’t accept the ‘way it has always been done’
• We listen to learn
• We’re trying to do the right thing

Equal Employment Opportunity Statement

Individuals seeking employment at Camlin are considered without regards to race, colour, religion, national origin, age, sex, marital states, ancestry, physical or mental disability, gender identity or sexual orientation.