Customer Success Manager
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Job Description
Customer Success Manager coordinating customer service events for 626, a nationwide medical imaging equipment service provider. Managing dispatch, engineers, SLAs, work orders, and customer relationships.
Responsibilities:
- Manage assigned customer accounts and maintain positive, stable customer relationships
- Coordinate customer service events with customers and 626 Field Service Engineers
- Handle incoming service requests efficiently
- Provide accurate and detailed customer updates throughout dispatch and service processes
- Coordinate Field Service Engineer availability in adherence to service level agreements
- Execute customer contractual coverages and uphold service level agreements
- Follow quoting practices and obtain formal purchase orders when necessary
- Conduct weekly work order reviews
- Communicate service delays or work order closure issues to the billing team
- Partner with Regional Scheduling Leads to provide customers with service event details
- Coordinate with Parts Procurement on open parts orders
- Escalate issues to the Regional Director or 626 Escalations team when necessary
- Perform other work assigned by the manager
Requirements:
- Problem-solving skills to resolve issues with efficiency and professionalism
- Customer service skills and positivity to enthusiastically promote the 626 brand
- Account management skills to own customer relationship with minimal oversight
- Ability to relay information in a fast-paced environment
- Ability to multitask with different, and sometimes conflicting, events happening at the same time
- Knowledge of computers for scheduling and other dispatching duties
- 2+ years of experience in a high-volume customer service role preferred
- Prior experience working in a Field Service / Equipment Maintenance industry is a plus
- High School Diploma or GED required
- Some College or Degree Preferred
- Ability to talk and hear
- Ability to frequently stand and walk
- Ability to lift up to 25 lbs.
- Ability to use hands to handle or feel and reach with hands and arms
- No regular travel is needed for this position
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Health Savings Account (HSA)
- 401(k) with Company Match
- Company-Paid Life Insurance
- Company-Paid AD&D Insurance
- Supplemental Life Insurance
- Company-Paid Short-Term Disability
- Long-Term Disability
- Paid Time Off (PTO)
- Paid Holidays
- Bereavement Leave
- Jury Duty Leave
- Paid Parental Leave
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