Job description
About the Role:
As a Client Support Manager for Software and Controls Support, you’ll serve the Client Support team by overseeing all DCS 24⁄7 support operations. You’ll be responsible for managing the call rotation, acting as an escalation resource, and ensuring that DCS delivers quality support to our customers. We’ll appreciate your analytical trouble-shooting methodology; ability to coach others in software, conveyor controls, electrical, and mechanical issues; your impressive teamwork skills; and the way we can count on you to get things done - and get them done well. All in all, you’ll be a valuable member of our Client Support team, supporting our efforts to build lasting relationships and deliver on our promises. Sound like you? Read on.
In this role, you will:
Oversee the 24⁄7 Support Operations
- Assist client support engineers with troubleshooting calls that they are unable to solve alone.
- Leverage industry knowledge, creativity, and troubleshooting prowess to minimize downtime for our customers.
- Implement, monitor, and report on support metrics using data to drive initiatives for continuous improvement.
Oversee Software Support Operations
- Establish Support Best Practices for software functions of Client Support
- Interface with Engineering to monitor and improve software support processes and procedures, including interface points, information exchange, and timelines.
- Suggests changes to products or services to fulfill customer needs.
Oversee Client Support Sales Operations
- Ensure timely contracting and billing of Support Agreements.
- Ensure accurate quoting and timely delivery of requests from customers such as T&M support, PLC upgrades, and emergency on-site support.
- Set clear expectations with team members for their respective roles in delivering the defined efforts on time and within budget; ensure organizational transparency, accountability, and risk mitigation.
Manage the 24⁄7 Support Team
- Manage Team Personnel tasks (Hiring, Regular 1-on-1 meetings, PTO, Travel).
- Develop and mentor your team members to reach their full potential.
- Be the expert in DCS processes applicable to the Client Support team and provide meaningful input to any process revisions, both within the Client Support team and in the way Client Support interacts with other departments and Teams.
- Be a true stakeholder in DCS’s success beyond your own department or function, representing the overall business, brand, and values, and guide others to do the same.
- Act as the Escalation Resource for support inquiries, optimization, support plans, emergency dispatch, and software support.
- Help drive process improvement.
We’re excited about you because…
- You have a Bachelor’s Degree in a related area.
- You have 4+ years of experience in a similar role.
- You possess a high level of organizational skills, maintaining clear records and documentation.
- You are self-motivated and able to work autonomously.
- You pride yourself on your attention to detail.
- You are a team player that goes the extra mile to serve the team.
About Us:
Conveyor may be in our name, but it’s only part of what we do. DCS was founded in 1982 and has grown to serve major clients in multiple industries by providing material handling, full-scale warehouse operations and conveyor design solutions that are custom crafted for their need. We don’t sell ready-made systems - we build relationships that empower us to craft custom solutions together. It’s the teamwork approach, sharing ideas and building upon them, that produces the best results.
And DCS is committed to creating an extraordinary employment experience for our team. We work like crazy to hire and develop great people, build relationships, and ensure that the programs and services we offer our team are among the best in the business- from a killer snack wall and casual work environment to flexible PTO and opportunities to give back within the community.
More reasons to join our team:
- We pride ourselves in our family-like culture and casual, but focused, work environment
- We offer competitive salaries and health benefits
- Our 401K program includes a 100% match up to 5%
- Participation in our Discretionary Profit-Sharing Program
- We offer our employees flexibility and autonomy
- We do community outreach projects throughout the year
- We know how to throw company events
- We work hard, but we also know how to have fun - darts, anyone?
Individuals seeking employment at Designed Conveyor Systems are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Accommodation is available to applicants with a disability condition, when applying, testing, or interviewing for a position. Please let us know if you need accommodation.
