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| POSITION DESCRIPTION | MEDICAL & SCIENTIFIC EQUIPMENT INDUSTRIES OCTOBER 2008 |
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Customer Service Manager |
| Position Code: | 66 | | Career Level: | 4 |
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Responsible for
Controlling Customer Service/Support activities and achieving Customer Service and financial objectives. |
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Reports To
Regional Customer Service/Support Manager, Branch/State Customer Service/Support Manager or State Manager, depending on company structure. |
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Supervises
All Customer Service/Support staff across the complete product range. Day to day supervision may be exercised through team leaders. |
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Main Activities
Coordinating Customer Service/post sales support.
Managing customer problems to predetermined standards.
Recruiting and training Customer Service/Support staff.
Ensuring timely introduction of new product/features to customers.
Preparing budgets and projections.
Initiating and managing process improvements.
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Key Skills
Strong technical background and detailed product knowledge are combined with organisational and control abilities.
Developed skills in customer liaison and handling of computer systems difficulties which adversely affect client's operations.
Advanced verbal and written communication skills to explain complex information to all levels of staff and customers.
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Internal Contacts
State or Regional Sales and Marketing Management, Operations and Logistics Managers, Systems and Software Development staff. |
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External Contacts
Customers at all levels, prospects, distributors, parts suppliers, and sub-contractors. |
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Typical Experience
7-10+ years experience in Customer Service and extensive technical training and product service experience. |
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Other Comments
Teams within the management control of this position may support systems ranging from PCs to mainframes. The service business may be either proprietary products or multi-vendor or both. Support/Service will be provided for software, hardware & networks. |
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