Intellipro - Houston, TX
posted 4 months ago
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 and ensuring timely resolutions is a key part of the role. The manager will also work on expanding the third-party service network by onboarding new service companies for warranty work. Collaboration with the engineering team in China is crucial, as the manager will generate detailed service reports on equipment issues and work closely with the Salesforce CRM system to enhance customer service processes and documentation. Travel is an integral part of this position, with the expectation to travel for 1-2 months as needed to train new technicians in various locations. This role is not only about managing a team but also about being hands-on with technical issues and ensuring that the customer service department operates smoothly and efficiently.