Lead Customer Support Team | Metrics & Escalations

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

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.