Customer Service Manager- Refrigeration/Cooking Equipment Services

$80,000 - $120,000/Yr

Intellipro - North Chicago, IL

Full-time - Mid Level

North Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Customer Service Manager for Refrigeration/Cooking Equipment Services at Intellipro Group Inc is a pivotal role that combines leadership, technical expertise, and customer service excellence. This position is responsible for establishing and leading a dedicated customer service team that handles incoming inquiries via phone and email. The manager will train and mentor technicians, ensuring they meet high standards of service and technical proficiency. A strong background in refrigeration and cooking equipment is essential, as the manager will provide expert guidance and support to both the team and customers. In addition to leadership responsibilities, the manager will develop a comprehensive troubleshooting guide to assist in resolving customer issues efficiently. Handling escalated customer service inquiries is a key part of the role, ensuring that all issues are resolved in a timely manner. The manager will also play a crucial role in expanding the company's third-party service network by onboarding new service companies for warranty work. Collaboration is vital in this position, as the manager will generate detailed service reports on equipment issues and work closely with the engineering team in China to address these concerns. Utilizing the Salesforce CRM system will be essential for enhancing customer service processes and documentation. The role may require travel for 1-2 months to train new technicians in various locations, making flexibility and adaptability important traits for the successful candidate.

Responsibilities

• Establish and lead the customer service team responsible for handling incoming phone calls and emails.
• Train and mentor technicians, ensuring high standards of service and technical proficiency.
• Utilize knowledge in refrigeration and cooking equipment to provide expert guidance and support.
• Develop a comprehensive over-the-phone troubleshooting guide to assist in resolving customer issues efficiently.
• Handle escalated customer service inquiries and ensure timely resolution of issues.
• Expand the third-party service network by onboarding new service companies for warranty work.
• Generate detailed service reports on equipment issues and collaborate with the engineering team in China to address these issues.
• Work closely with the Salesforce CRM system to enhance and improve customer service processes and documentation.
• Be prepared to travel for 1-2 months as needed to train new technicians in various locations.

Requirements

• 2-3 years of experience in the foodservice refrigeration field.
• Knowledge of refrigeration and cooking equipment.
• EPA certification or equivalent licenses.
• Proven leadership and management skills.
• Experience in training and mentoring technicians.
• Ability to travel for extended periods if necessary.
• Strong organizational and communication skills.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance