Assistant Manager Customer Support

Job SummaryManages team members and processes for an assigned business division within Customer Support Services, to include managing the performance and productivity of employees, along with delivering customer support through services offered through the department’s Communication, Services and Processing centers. Partners with peers to accomplish corporate and business unit objectives. Assures the administration of corporate policies and best practices aligned to the guiding principles of OEC. Serves as backup for other Division Managers during absences. Becomes involved in omni-channel customer support (phone/email/chat), escalation management, subscription management, project support, data-installations, department training and inventory management, and/or customer product onboarding.

Key Responsibilities1. Leads, motivates and manages team members of an assigned business center within the Customer Support Services department. Trains and develops staff, sets objectives and priorities, and manages the daily work responsibilities of the team.2. Drives revenue generation through the team’s effort to onboard customers through product training and technical support. Promotes product usage and engagement ensuring an understanding of the value of OEC products. Validates customers are aware of product features and functionality.3. Identifies and provides resources to team members in a proactive manner, to promote quality service to internal and external customers and to support revenue opportunities such as sales leads and workflow efficiencies to promote a culture of continuous improvement.4. Monitors and analyzes data trends. Creates reports to raise awareness of results and implements strategies and action plans to promote team success. Uses data to ensure adequate support exists for all products, and balances employee workloads to meet the changing needs of the business.5. Partners with peers to coordinate the appropriate level of technical customer support necessary to ensure product success for product launches, product and process changes, and awareness campaigns.6. Conducts employee performance evaluations utilizing department reporting tools, observation and peer feedback. Partners with the training team to promote employee development and engagement. Works with peers to calibrate employee performance in order to deliver a consistent customer experience.7. Receives escalated client concerns and issues and performs in-depth research; resolves client issues via phone and e-mail. Works with team members to communicate issues and resolutions to the team for ongoing educational purposes and improved customer service. Resolves high-level obstacles as necessary for team members.8. Coordinates and leads team meetings to assure open communication and employee engagement. Pursues opportunities to increase business acumen and product knowledge through guest speakers and industry resources. Works to provide proactive product updates to team members through daily and/or weekly updates. Calls ad-hoc meetings as necessary and establishes a cadence of 1v1 meetings with business peers to maintain relationships and promote information sharing.9. Supports all division functions and serves as a back-up to other Division Managers during absences.10. Manages projects assigned to self or assists in managing projects assigned to Customer Support Services team members. Assures projects are delivered according to an established timeline.11. Manages interdepartmental relationships with peers in Operations and Product teams.12. Manages the product onboarding for new OEC suppliers/dealers

EducationA bachelor’s degree from an accredited college or university is required, with a focus in General Business, Sales, Marketing, or related discipline. In the absence of a degree, equivalent work experience directly related to the key responsibilities of the role will be considered as a substitute for the degree.

ExperienceAt least 6-8 years of progressively responsible experience working in a customer support capacity, to include utilization of a Customer Relationship Management (CRM) system, plus at least 1 year of informal management experience leading committees, teams, workgroups, or cross-functional projects and/or assisting leadership with delegation of work assignment and providing guidance to junior level team members.

Must also be able to demonstrate the following skills and abilities:· Exceptional written and verbal communication skills.· Strong organizational abilities.· Strong interpersonal skills with the ability to consult with individual customer locations to understand business processes and prepare response(s) based on specific product or application.· Can quickly learn and demonstrate a solid understanding of OEC applications, programs, systems (internal or related), and departmental guidelines, policies, programs and projects.· Able to apply principles of critical thinking to collect data and facts, identify patterns and issues, draw valid conclusions, consider options, and recommend solutions.· Flexible and adaptable approach to work and can easily adjust to shifts in priorities as the needs of the business change.