Manager, Customer Solutions

Altec; Birmingham (AL); On-site; USD 100,000 - 140,000; Full time

Job summary

Altec in Birmingham, AL, USA is seeking a leader to manage a Customer Solutions team. The role involves directing multiple workflows, shaping the function's strategic direction, and driving service quality and customer satisfaction across budgets and resources.

Preferred candidate will hold a Bachelor's degree with leadership experience; alternatives include a High School diploma with extended leadership background. Birmingham location preferred, but other Altec sites may be considered.

Qualifications

• Bachelor's degree and 3 years direct leadership.
• High school diploma/GED and 5 years direct leadership.
• Direct leadership indicates years spent with regular full-time associates. Each promotional opportunity is evaluated based on proven performance.

Responsibilities

• Manages the daily operations of a Customer Solutions team, ensuring execution of departmental plans across administrative, financial, procurement, and vendor management workflows.
• Designs and maintains processes, policies, and balanced workflows that drive service quality, efficiency, and customer satisfaction.
• Sets performance goals and service targets, and uses metrics and data analytics to optimize workflows, resources, and continuous improvement.
• Tracks and manages capital and operating budget spending, and engages in resource planning and operational decision-making.
• Provides leadership, mentoring, and direction to supervisors and staff, and develops teams of customer advocates through training and coaching.
• Serves as the final escalation point for complex service issues, billing, warranty, and cost disputes, and governs policies and audits to ensure compliance and QCDS outcomes.

Skills

Direct leadership

Budget management

Process design

Data analytics

Mentoring

Customer solutions

Education

Bachelor's degree

High school diploma/GED

Job description

Why Join Altec?

Manage a Customer Solutions team that supports multiple workflows by leading leaders, owning a business unit subfunction, and directly influencing the strategic direction of the function to ensure customers successfully leverage the organization's products and services.

Job Description

Manage a Customer Solutions team that supports multiple workflows by leading leaders, owning a business unit subfunction, and directly influencing the strategic direction of the function to ensure customers successfully leverage the organization's products and services.

Preferred hire will live in Birmingham, AL; however, open to any Altec location.

MAJOR RESPONSIBILITIES:

• Manages the daily operations of a Customer Solutions team or small related teams, ensuring execution of departmental plans across administrative, financial, procurement, and vendor management workflows.
• Designs and maintains processes, policies, and balanced workflows that drive service quality, efficiency, and customer satisfaction.
• Sets performance goals and service targets, and uses metrics and data analytics to optimize workflows, resources, and continuous improvement.
• Tracks and manages capital and operating budget spending, and engages in resource planning and operational decision-making.
• Provides leadership, mentoring, and direction to supervisors and staff, and develops teams of customer advocates through training and coaching.
• Serves as the final escalation point for complex service issues, billing, warranty, and cost disputes, and governs policies and audits to ensure compliance and QCDS outcomes.

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

• Bachelors & 3 Years Direct Leadership
• High school diploma/ GED and 5 Years Direct Leadership
• Applicable Masters counts as one year of experience, not to exceed one year in total. Co-Op, Internship or temporary experience does not count towards the requirements. Direct leadership indicates years spent with regular full-time associates as direct reports. Each promotional opportunity is evaluated based on proven performance and the associate’s experience. No promotions are given automatically.

OTHER POSITION SPECIFICATIONS:

Safety: Safety is an integral component of Altec's culture. Every job within our organization has a responsibility for identifying, addressing and eliminating hazards for themselves, their teammates and our customers.

Quality: All jobs within Altec include a commitment to quality; this commitment requires ensuring appropriate checks are in place to successfully meet all internal and external customer specifications.

Financial Responsibilities: Associates are trusted to manage and spend Company's money as they would their own, exercise good judgement and operation on behalf of the Company in a cost-efficient manner.

Teamwork: Team Altec is our competitive advantage; associates are expected to participate and productively collaborate to support our goals, initiatives and customers.

Continuous Improvement: The Altec Production System is built on a foundation of lean thinking and rapid continuous improvement. This requires associates to actively participate in our see and solve culture through solving issues for themselves, their teammates and our customers.

Integrity: Associates are responsible for their actions. It is incumbent that every associate maintains an uncompromised adherence to ethical and moral values in business dealings.

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.