Job Title:  Customer Support Manager

JOB TITLE:  Customer Support Manager

DEPARTMENT:  Service

REPORTS TO:     Global Service Director

POSITION SUMMARY:

This is a 1 year temporary role.  The purpose of this job is to support the UK local office, US Service Department and external customers.  

ESSENTIAL SKILLS AND RESPONSIBILITES:

• UK sales and service activities including customer communication, quotations, order entry, shipments and invoicing.
• Manage customer support coordinator for US day to day service activities, including responding to customer requests, installations, system moves, billable and warranty service. Issue quotes and process orders.
• Responsibility for ensuring that US service contract renewals are issued correctly and on time.
• Manage customer service representatives – oversee CSR’s order entry procedures.
• Service CRM administration, providing data analysis and metrics to service director as needed.
• Maintain CRM for service, new material entries and price book updates.
• Management of critical documentation such as SOPs.
• Provide admin support to service director and US service managers as needed
• Maintain order entry error log and analyze the data to provide metrics and identify opportunities for training or process improvement
• Provide admin support to service director and service managers as needed.

QUALIFICATIONS:

• Must have the ability follow established processes
• Well organized and confident to work independently but will be a strong team player.
• Intermediate Excel User (know vlookups, pivot tables)
• Willingness to take on new responsibilities and challenges
• Ability to utilize interpersonal and communication techniques, working in a team environment, and dealing with a wide variety of personalities and communication styles

EDUCATION/EXPERIENCE:

• 3-5 years of equivalent experience required
• Preferred Associates Degree

Electron Microscopy Technologies (EMT) is the world's leading manufacturer of high-quality instrumentation and software for imaging and analysis in TEM and SEM applications. The Gatan and EDAX names are recognized and respected throughout the worldwide scientific community and have been synonymous with high-quality products and the industry's leading technology. www.gatan.com | www.edax.com