Technical Services Manager

Mokon; Buffalo (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

Mokon, a leader in heating and cooling process temperature control systems, seeks a Customer Service Manager to lead the department in Buffalo. You will oversee startup support, repairs coordination, warranties, field service travel, and training for representatives.

Bachelor’s degree and 1–2 years related experience required; proficiency with MS Excel, Word, PowerPoint, Outlook and Access is essential. Join a team focused on quality and nationwide service coverage.

Qualifications

• Bachelor’s degree (B.A.) or equivalent from four-year college or university; and one to two years related experience and/or training; or equivalent combination of education and experience.
• Experience with MS Excel, Word, Access, PowerPoint and Outlook is required.

Responsibilities

• Manage Customer Service Department and personnel.
• Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble-shooting purposes, or training classes.
• Develop Repair Department into profit center; manage entire process of repairs from customer contact to billing (relative to warranty, repairs and conversions).
• Define warranty claims and provide customers with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field.
• Coordinate all return authorization of units and parts. Track system issues in field (warranty/defects) and report through RM log. Process damage claims for all freight damage to systems.
• Manage/coordinate all field service travel to customer’s facilities for start-up, trouble shooting, warranty or training purposes.
• Set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage.
• Train representatives regularly on customer service issues.
• Insure all related ISO 9001 documentation is accurate and being followed.

Skills

Customer service management

Team leadership

Training delivery

Technical troubleshooting

Education

Bachelor’s degree (B.A.) or equivalent

Tools

MS Excel

Word

Access

PowerPoint

Outlook

Job description

For over 65 years, Mokon has set the standard for high quality heating and cooling process temperature control systems. We provide accurate and reliable temperature control ranging from -20°F to 700°F (-29°C to 371°C).

At Mokon, our customers trust us with their product production needs day after day, and that trust starts with our most critical asset – our people. We work to identify and develop talent, continuously focusing on innovation, learning and improvement to provide the best service and product our customers require. Are you ready to be a part of our Mokon team?

SUMMARY:

Provide customer service/technical support to customers and representatives relative to systems in the field by performing the following duties:

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage Customer Service Department and personnel.
• Provide customer service to customers via phone, fax, e-mail, and in person for start-up, trouble-shooting purposes, or training classes.
• Develop Repair Department into profit center; manage entire process of repairs from customer contact to billing (relative to warranty, repairs and conversions).
• Define warranty claims and provide customers with estimates on repairs (in-house) and pricing and availability of parts to fix problems in field.
• Coordinate all return authorization of units and parts. Track system issues in field (warranty/defects) and report through RM log. Process damage claims for all freight damage to systems.
• Manage/coordinate all field service travel to customer’s facilities for start-up, trouble shooting, warranty or training purposes.
• Set-up, train and manage network of trained Customer Service Centers to provide nationwide coverage.
• Train representatives regularly on customer service issues.
• Insure all related ISO 9001 documentation is accurate and being followed.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree (B.A.) or equivalent from four-year college or university; and one to two years related experience and/or training; or equivalent combination of education and experience. Experience with MS Excel, Word, Access, PowerPoint and Outlook is required.