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Komline-Harn · 1 day ago

Customer Service Manager

Peapack - Gladstone, NJ

Full-time

Onsite

Senior Level, Lead/Staff

10+ years exp

Komline is a pioneering leader in advanced separation technologies, known for its engineering excellence. The Customer Service Manager will lead a team of Field Service Technicians, overseeing field service execution and ensuring safety, quality, and customer satisfaction standards are met.

Environmental Consulting

Responsibilities

Interface with contractors, consulting engineers, owners and vendors

Lend technical support to Field Service Technicians and other personnel

Supervise Customer Service administrative support and Field Service Technicians

Review new job files and project service requirements and availability of technical support and warranty records

Coordinate installation activities with contractors, resolve shortages and back charge claims

Validate claim, initiate and process RFM orders after approval to fill shortage requirements

Generate correspondence to contractor on claim rejecting non valid claims and detailing rejection

Research, document, obtain approval of and negotiate settlement of liability claims for warranty and back charges by phone, correspondence and outside meetings

Monitor projected service schedules and obtain formal requests for Komline field service (allocated contract requirements) from contractors and owners

Prepare and review trip itinerary, instruction manual and scope of work to be performed with Komline service technicians

Coordinate installation check out, start-up and performance test activities on daily bases with Komline service technicians, as required write contractors / owners

Evaluate operating unit performance in preparation for specified field performance testing

Review service reports, technical data sheets and manual with Komline service technicians after each assignment to ensure completion, all required data was obtained, and all problems have been noted

Initiate action and or RFM's to deal with outstanding problems / claims

Upon the successful completion of new projects issue a certificate of installation

Review, initial and forward for processing, expense reports and / or check requests for service technicians and shop personnel on special service assignment

Ensure that reports are submitted on a timely basis

Solicit, by mail and phone, paid service (for new equipment start-up) and service contracts (for existing equipment)

Process purchase orders and contracts, maintain scheduling and approve invoices for billing

Assist the mobile pilot trailer department. This includes services to set-up of installation, testing and preventative maintenance repair work

Provide projections for service manpower and skill requirements to meet current contract obligations

Engage in field trips as required to resolve back charge claims, conduct critical test work and perform inspections, negotiations or other functions which are beyond the scope of a service technician

Qualification

Field service managementTechnical supportTeam leadershipAftermarket equipment experienceCRMERP systemsMicrosoft Dynamics 365SalesforceCommunication skillsProblem-solving skillsNegotiation skills