Customer Service Manager-Delanco

Unclassified - Delanco, NJ

Full-time - Mid Level

Delanco, NJ

About the position

The Customer Service Manager at Powerhouse Equipment & Engineering Co. plays a crucial role in ensuring the smooth operation of the rental and service departments. This position is responsible for managing, monitoring, and reporting on the day-to-day activities of the rental and service coordinators. The manager will ensure that equipment deliveries and service repairs are executed with a focus on First-Time Right-on-Time principles, thereby enhancing customer satisfaction. The role involves managing technician efficiency and controlling costs, while also ensuring that customer deliveries are closely followed up to maintain high levels of satisfaction. In addition to operational responsibilities, the Customer Service Manager will conduct performance evaluations and development assessments for the assigned team, ensuring that mandatory training is completed on time. The manager will enforce safety protocols, quality customer service standards, and general housekeeping within the operations center. Collaboration with the Safety Manager is essential to cultivate a culture of safety and wellness within the team. The position also requires forward planning to build alliances with other business lines, managing spare parts, and providing daily technical support to the team and customers. The manager will be tasked with resolving customer disputes regarding service deliverables and performance, as well as continuously improving the customer interaction process. This includes rolling out a customer experience platform aimed at enhancing overall customer satisfaction. Operational efficiency is another key focus, with responsibilities including ensuring compliance with legal and regulatory standards, headcount planning, and monitoring service operations performance. The manager will also be responsible for implementing quality procedures related to service operations and maintaining relevant records. The role requires a strong emphasis on digital tools to drive transparency and improve service operations. People management is a critical aspect of this role, where the manager will plan, prioritize, and organize tasks for the service team to maintain high productivity and quality. The manager will also assess training needs, promote a diverse and high-performing company culture, and ensure that the team is equipped with the necessary tools and equipment to perform their duties safely and effectively.

Responsibilities

• Manage, monitor, and report on the day-to-day activities of rental and service coordinators.
• Ensure First-Time Right-on-Time equipment deliveries and service repairs.
• Manage technician efficiency and control costs where applicable.
• Conduct performance and development evaluations with assigned team members.
• Enforce safety, quality customer service, and general housekeeping within the operations center.
• Collaborate with the Safety Manager to excel in depot and customer site processes and guidelines.
• Build alliances and partnerships with other business lines for uptime excellence.
• Manage spare parts and create troubleshooting protocols and standards.
• Provide daily technical support to the team and customers.
• Resolve customer disputes regarding service deliverables and performance.
• Continuously improve the handover process between sales and operations.
• Roll out a customer experience platform for enhanced customer satisfaction.
• Ensure compliance with legal and regulatory documents per ISO standards.
• Plan headcount of internal and external resources for efficient technician assignments.
• Monitor and execute service plans and related services to customers.
• Establish and implement quality procedures related to service operations.
• Maintain records and report on service operations performance regularly.
• Implement fleet maintenance procedures to work toward Zero Breakdown Improvement projects.
• Drive transparency within the operations team using digital tools.
• Plan, prioritize, and organize tasks for the service team to maintain productivity and quality.
• Monitor performance and evaluate training needs for team members.
• Assess staffing needs based on organizational goals and budget realities.
• Promote a diverse team culture with high morale and performance.

Requirements

• Minimum three years of strong customer service or management experience.
• Excellent computer skills and typing proficiency.
• Technical/mechanical background related to steam and hot water systems.
• Strong sales and people skills, customer service, safety awareness, and supervisory management skills.
• Associate degree or equivalent technical training; Bachelor's Degree preferred.

Nice-to-haves

• Experience in the equipment rental industry.
• Familiarity with ISO standards and compliance regulations.
• Knowledge of digital transformation tools and processes.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid time off and holidays.
• Professional development opportunities.