Manager Customer Support (Administrative)
The Customer Support Manager is responsible for managing the customer support group, inside sales group and sales forecasting for Warning, PAGA and product lines. The Customer Support Manager provides professional and ethical leadership on all issues relating to customer interactions; for managing and providing expertise and direction regarding Customer Service issues and initiatives; for providing superior customer service that maximizes customer satisfaction; and for ensuring that Customer Service and Inside Sales activities support the business goals.
Key Activities/Responsibilities:
- Lead, direct and perform Customer Service and Inside Sales activities to maximize sales and customer satisfaction.
- Work directly with customers / sales personnel to resolve order and quote issues.
- Drive new sales opportunities and follow up on quotes to customers.
- Track order progress to verify equipment ships promptly and to customer requirements.
- Regularly interface with customers (OEMs), manufacturer representatives and distributors. Internally interact with Engineering, Marketing, Shipping, Purchasing, Sales, Production Scheduling, IT and Finance to resolve issues.
- Work with program management to order OEM / 3rd party hardware for orders.
- Ensure timely deliveries, review and manage cost / price of OEM equipment.
- Work with sales team to track and manage forecast of FS products.
- Work with Demand Planning to allow competitive deliveries of FS equipment.
- Work with Product Management to effectively manage product lifecycle with transitions to new versions.
- Provide leadership in a continuous improvement environment. Make decisions daily that affect customer satisfaction, order fulfillment and invoicing accuracy.
- Meet regularly with team to review development goal and to address any performance issues or opportunities as needed.
- Create and monitor performance metrics to develop training /development plans for department staff.
- Review, recommend and implement process changes and develop procedures to support the plans and goals of the department.
- Assume other projects and responsibilities from time to time as directed.
Job Requirements:
- Bachelor's degree in a business field Preferred
- Four (4)+ years supervisory/management experience.
- Five (5) or more years' experience in a manufacturing environment.
- Knowledge of Federal Signal products
- Expert knowledge of JDE and its applications
- Ability to apply job knowledge and skills to improve productivity, quality and timeliness, and to solve problems using good judgment.
- Ability to implement new technologies or methods as needed.
- Ability to anticipate, negotiate and manage conflicts, problems, changing situations and deadlines.
- Ability to comply with Company policies and procedures.
- Ability to handle a fast paced work environment
Salary Range: $60,841 - $86,916
Benefits of Employment
In addition to excellent career growth opportunities, Federal Signal Corporation offers a wide array of benefits including: annual bonus potential, insurance (life, medical, dental, vision), paid holidays, paid vacation, 401(k) with matching contributions and tuition reimbursement. We provide our employees with a smoke-free, drug-free workplace.
About Us
Federal Signal in University Park is a leading manufacturer and supplier of comprehensive systems and products used to protect people and property. Our products and integrated solutions include systems for campus and community alerting, emergency vehicles, first responder interoperable communications, industrial communications, and command and municipal networked security. Specific products include: lightbars and sirens, public warning sirens and public safety software.
Federal Signal Corporation (NYSE: FSS) builds and delivers equipment of unmatched quality that moves material, cleans infrastructure, and protects the communities where we work and live. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial and commercial customers. Headquartered in Downers Grove, IL, with manufacturing facilities worldwide, the Company operates two groups: Environmental Solutions and Safety and Security Systems. For more information on Federal Signal, visit: www.federalsignal.com
The Company is an equal opportunity employer. Qualified applicants will not be discriminated against on the basis of, and will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, status as a protected veteran, or any other protected category, characteristic, or trait under applicable law. If you require reasonable accommodation in the application process, contact Human Resources at HR@federalsignal.com. All other applications must be submitted online.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
