Customer Service Manager-Technical Claims
Customer Service Manager-Technical Claims
The AZEK Company
Wilmington, OH
See who The AZEK Company has hired for this role
Technical Customer Service Manager
AZEK Building Products Location: Wilmington, Ohio
Position Summary
The Technical Customer Service Manager, under the direction of the SR Technical Customer Service Manager, will be responsible for managing the Technical Customer Service Team and the processing of warranty claims to include homeowner, dealer, retailer, and distributor claims. In addition, this position has a direct influence on multiple areas of the business through interaction with nearly every department within the company as well as Field Sales Reps, homeowners, dealers and distributors. Customer relations, negotiations, and technical skills are of the utmost importance in this role in order to make and communicate the appropriate, fact-based decisions. The incumbent will display a commitment to The AZEK Company Core Values.
The AZEK Company is an industry leading manufacturer of engineered low-maintenance residential and commercial building products headquartered in Chicago, IL
Essential Functions
Other Requirements
Ninety (90) days: Six (6) Months: One (1) year:
AZEK Building Products Location: Wilmington, Ohio
Position Summary
The Technical Customer Service Manager, under the direction of the SR Technical Customer Service Manager, will be responsible for managing the Technical Customer Service Team and the processing of warranty claims to include homeowner, dealer, retailer, and distributor claims. In addition, this position has a direct influence on multiple areas of the business through interaction with nearly every department within the company as well as Field Sales Reps, homeowners, dealers and distributors. Customer relations, negotiations, and technical skills are of the utmost importance in this role in order to make and communicate the appropriate, fact-based decisions. The incumbent will display a commitment to The AZEK Company Core Values.
The AZEK Company is an industry leading manufacturer of engineered low-maintenance residential and commercial building products headquartered in Chicago, IL
Essential Functions
- Provide leadership, direction, and oversight to a team of 8-10 Technical CS Team Members.
- Selects, supervises, develops, evaluates and motivates personnel in the Technical CS Team.
- Leads by example and provides consistent and frequent development feedback for the team.
- Working Manager position will include working with homeowner, installing contractors, dealers, and distributors to identify issues related to product application and installation, out of spec products, troubleshooting, negotiating, communicating, documenting and executing resolutions.
- Provides complex technical support and assistance to clients via email, phone, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including installation, operational functions, troubleshooting, and maintenance.
- Work closely with dealers, distributors, AZEK sales/customer service to prevent and/or solve product related field claims, concerns or issues.
- Conducts job site visits to resolve property owner complaints/concerns. Ability to meet/communicate with homeowners, contractors, dealer, and distribution representatives in all aspects of company product installation, best practices, troubleshooting, and corrective recommendations.
- Assists in the development and support of an effective claim’s management process. Monitors database for data integrity.
- Complies with established Delegation of Authority Approval Limits, seeks appropriate approvals as applicable. Supports all internal/external auditing initiatives to verify compliance to Financial Key Controls.
- Adheres to the AZEK Company Core Values, leads by example, and strives to improve the overall customer experience.
- Performs other assignments as directed.
- Bachelor's Degree (four-year college or technical school) OR an equivalent combination of education and experience
- 6-8+ years in Customer Service Management role; preferably in a manufacturing environment.
- Prior knowledge of the application and use of various construction tools, measuring devices, construction, and mechanical aptitude a plus.
Other Requirements
- Strong analytical abilities required
- Strong interpersonal skills with the ability to communicate upwardly to top management and downward to a wide range of audiences
- Strong communication skills; ability to speak clearly and persuasively in positive or negative situations
- Ability to motivate teams to produce quality results within tight timeframes and simultaneously manage several projects
- Ability to participate in and facilitate group meetings
- Must be self-directed and motivated and able to multi-task in fast-paced, 24/7 manufacturing environment
- Work schedule flexibility, with or without notice, to accommodate the needs of the business
- Job function to include up to 30% travel to facilitate job-site inspections, distribution/dealer visits, troubleshooting, and recommendations for corrective actions/product complaint resolutions.
- Understanding of, and ability to identify company products
- Understanding and ability to utilize SalesForce Case Management database
- Understanding and ability to process credits in JDE
- Handling basic product complaints, direct interaction with customers
- Independently draft departmental financial and incident rate trend reporting
- Carry out monthly team meetings and one to one individual meetings
- Assume responsibility for case load by complaint type or region
- Independently perform site visits/technical assessments
- Work as direct Manager Support to TCS Team
- Thorough knowledge of TCS processes and procedures
- Identifying and defining scope documents for process improvement opportunities
- Compensation for roles at AZEK varies depending on a wide range of factors including but not limited to the specific office location, role, skill set and level of experience. The annual salary for this role in most us locations is $70,000-$90,000
-
Seniority level
Mid-Senior level -
Employment type
Full-time -
Job function
Other -
Industries
Wholesale Building Materials
Referrals increase your chances of interviewing at The AZEK Company by 2x
See who you knowGet notified about new Customer Service Manager jobs in Wilmington, OH.
Sign in to create job alertSimilar jobs
People also viewed
-
Customer Service Manager
Customer Service Manager
-
Technical Service Manager - Indianapolis, IN
Technical Service Manager - Indianapolis, IN
-
Customer Service Manager, Airport Customer Operations
Customer Service Manager, Airport Customer Operations
-
Technical Service Manager Monogastric Nutrition - Middle-East
Technical Service Manager Monogastric Nutrition - Middle-East
-
Sr. Manager, Global Service - Service Desk
Sr. Manager, Global Service - Service Desk
-
Service Center Manager
Service Center Manager
-
Customer Service Manager
Customer Service Manager
-
Technical Service Manager
Technical Service Manager
-
Manager - Ambulatory Call Center
Manager - Ambulatory Call Center
-
Customer Service Manager
Customer Service Manager
Looking for a job?
Visit the Career Advice Hub to see tips on interviewing and resume writing.
View Career Advice Hub