As Customer Service Lead, you will be responsible for leading the Customer Service team in customer on-boarding, ongoing support during and after go-live, and customer training. You will work within cross functional teams to resolve customer needs in a timely manner. You will actively listen, understand, troubleshoot, and communicate specific customer needs. The ultimate goal of this position is to lead the Customer Service team to achieve 100% customer satisfaction and retention. This position can be based out of our Stamford, CT office or remote and will report to the Director of Customer Service.
• 1-2 years of experience in electronics, engineering, technology support, or other similar fields, required
• Associated degree in a related field, such as technology support, electronics, or engineering is required
• Comprehension of computers, ready-mix plant control, relay logic, electrical engineering processes, and industrial controls, preferred
• Experience with control components such as motor starters, solenoids, and hydraulic/pneumatic valves
• Hands on experience handling low voltage (110VAC), soldering, and wiring of electrical panels
• Proven ability to work collaboratively and solve problems creatively
• Proven ability to complete tasks according to outlined scope and timeline
• Self-driven and task oriented with proven ability to manage short-term and long-term expectations
• Ability to work independently
• Must be able to meet the physical requirements of the job which include bending, lifting heavy equipment and working in confined spaces
• Gain insights of customer needs through projects, direct customer calls/visits, team member feedbacks and analysis of support desk requests while providing customer updates in an effective manner to enhance customer satisfaction
• Track, analyze, and document customer inquiries to isolate patterns and to extract top issues, for which the fix would benefit broader customer base while communicating customer request to management and development
• Identify, prioritize, and document new feature requests impacting multiple customers.
• Maintain high customer satisfaction and manage customer expectations through all steps of the support process
• Troubleshoot and diagnose technical and routine application functionality issues
• Manage assigned support tickets according to SLA policy
• Manage small project and/or system implementations and assist in enterprise level projects and/or system implementations
• Develop and implement employee/customer training
• Utilize industry best practices, techniques, and standards throughout the support process
• Travel may be required as necessary
• Competitive Wage (based on experience and/or knowledge)
• Health, Dental, Vision Insurance
• 401k
• Paid Time Off, Holiday Pay, Bereavement Pay
