Customer Service Manager

We are searching for a Customer Service Manager for our ESSCO division in  Ayer, MA.                                                                                                                                  

Broad Function:

Directs and coordinates activities of all personnel engaged in proposing, executing and tracking installations and repairs of radomes, reflectors and antenna systems. This position will require direct interface with Customers, Sales, Internal departments and Subcontractors to coordinate activities to meet customer�s requirements.This position will have a strong emphasis and focus on customer satisfaction and sales growth through direct customer relationship building.

The ideally candidate will be a self-start who can work independently, improve the customer services functions, develop strong customer relationships, and has an interest to advance to a Technical Sales position.The successful candidate will have experience managing and coordinating construction projects.The ideal candidate will have experience managing and coordinating projects involving communications with some experience on projects executed at US and allied military bases.

Essential Duties and Responsibilities:

Accomplishes all of these requirements by performing the following duties personally or through subordinate personnel. Other duties may be assigned.

� Responsible for all management aspects, including profit and loss, of the Customer Support Services.o
� Works directly with customers and company subcontractors to coordinate and meet customer�s needs associated with the procurement and installation of radomes, reflectors and antenna systems.
Engineering sales application working with internal engineering staff and customer technical personnel.
� Works with Operations and Sales to create, implement and monitor �Best Practice� principles. Researches and implements appropriate Best Practices from other L3 Divisions and other companies, as appropriate.
� Works with Finance personnel to monitor and track all work performed by the Customer Support Services group. With Operations, generate reports to show trends in warranty versus non-warranty work and gross margin reporting for each job completed.
� Works with Operations and Sales personnel to market existing customer support services and develop new offerings to current and new customers with the primary goal of consistent annual growth of this business.
� Supervises information gathering from the Visual operating software system and ensures Radome branches have the ability to produce all required reports needed to manage this consolidated group.
� Develops a firm understanding of the company�s markets and core competencies to support increased selling of current offerings to existing customers, generate new service offerings and assist in the sales of these offerings to existing and new customers.
� Reviews current staffing levels and forecasts expected future needs to ensure a sufficient number of properly trained personnel are available within the organization.
� Develops key performance metrics, monitors and reports on them on an ongoing basis.
� Writes procedures and other instructions regarding systems and procedures, trains staff personnel, and monitors and reports metrics to measure compliance.
� Works with Materials department in developing procedures to monitor and eliminate Excess and Obsolete (E&O) inventories ensures the proper handling of B-stock materials.
� Reviews purchase order claims and contracts for conformance to company and corporate policies and procedures.
� Develops and installs clerical and office procedures and practices, and studies work flow, sequence of operations, and office arrangement to determine expediency of installing new or improved office machines to accomplish goals.
� Directly and indirectly supervises multiple employees, many of whom live and work outside of MA and USA.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing and resolving complaints.