Customer Support Manager, Petro

AMETEK; Fort Mill (SC); On-site; USD 95,000 - 115,000; Full time

Job summary

AMETEK, Inc. is seeking a Customer Support Manager to lead a dynamic team of customer service professionals and own hiring, training, and evaluating staff while stepping in to engage directly with customers when needed.

You will drive key metrics, collaborate across departments, and manage escalations to ensure exceptional service. The role emphasizes improving customer satisfaction, managing RMAs, and developing department SOPs, with travel as required.

Qualifications

• Bachelor’s degree preferred.
• 6+ years of product support management experience preferred.
• Eight plus years of product support help desk experience required.
• Proven track record of hiring, training, and supporting a customer service group preferred.
• High proficiency with Microsoft Office (Excel, Word, Access, and Outlook), Salesforce and other CRMs required.
• Strong understanding of customer service, incident management, customer resolution, and customer support best practices required.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and staff at all levels required.
• Travel as required.

Responsibilities

• Manage Customer Support staff, local and remote, to achieve support goals and defined metrics.
• Ensure systems capture and report on metrics including response time, resolution time, capacity management, and customer satisfaction.
• Accept and resolve customer escalations effectively.
• Assist in managing and reporting customer satisfaction for post-deployment customers.
• Report to upper management Customer Support statistics and current happenings.
• Provide resolutions/workarounds to customers.
• Seek escalation at defined times.
• Follow-up with customers to ensure resolution meets requirements.
• Work with Sales, Engineering, Customer Success, Billing Operations, Delivery Services and Marketing to resolve issues.
• Ensure customers get value from Support via professional attitude and proactive communication.
• Manage Return Material Authorization process for installed base.
• Assist in authoring and deploying department SOPs.
• Other duties as assigned.

Skills

Communication

Staff management

Customer service

MS Office

Incident management

Education

Bachelor’s degree

Tools

Salesforce CRM

CRM systems

Job description

Join our team as a Customer Support Manager and lead a dynamic group of customer service professionals! You'll play a crucial role in ensuring our customers receive top-notch service every time. As a CSM, you'll be responsible for hiring, training, and evaluating staff, while also stepping in to interact directly with customers when needed. If you're passionate about delivering exceptional customer experiences and fostering a supportive team environment, this is the perfect opportunity for you!

Key Responsibilities

• Manage Customer Support staff, local and remote, to achieve Support goals and defined metrics
• Ensure systems in place to capture and report on agreed upon metrics including but not limited to response time, resolution time, capacity management and customer satisfaction
• Accept and resolve customer escalations effectively
• Assist in the management and reporting of customer satisfaction for post-deployment customers
• Report to upper management Customer Support statistics and current happenings
• Provide resolutions and/or workarounds to customer
• Seek escalation at appropriately defined times
• Follow-up with customer to ensure resolution meets customer requirements and expectations
• Work with other departments (Sales, Engineering, Customer Success, Billing Operations, Delivery Services and Marketing) to resolve customer issues.
• Ensure that customers are getting value from Customer Support by having a professional attitude, regular follow-up, and proactive communication of issues to management
• Manage the Return Material Authorization process for the installed customer base
• Assist in the authoring and deployment of department specific Standard Operating Procedures
• Other duties as assigned.

Qualifications

• Bachelor’s degree - preferred
• 6+ years of product support management experience - preferred
• Eight plus years of product support help desk experience - required
• Proven track record of hiring, training, and supporting a customer service group- preferred
• High Proficiency with Microsoft Office (Excel, Word, Access, and Outlook), Salesforce and other CRMs - required
• A strong understanding of customer service, incident management, customer resolution, and customer support best practices.- required
• Excellent communication and interpersonal skills, with the ability to communicate effectively with customers and staff at all levels- required
• Travel as required

Compensation

Employee Type: Salaried

Currency: USD

Salary Minimum: 95,000

Salary Maximum: 115,000

Incentive: No

Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.

AMETEK, Inc. is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales over $7.5 billion.

AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers’ most complex challenges. We employ 22,000 colleagues, in 35 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Inclusion, Teamwork, and Social Responsibility. AMETEK is a component of the S&P 500. Visit https://www.ametek.com/careers for more information.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1 [phone].