Customer Service Manager

Gatan is the world's leading manufacturer of instrumentation and software used to enhance and extend the operation and performance of electron microscopes. The Gatan name is recognized and respected throughout the worldwide scientific community and has been synonymous with high quality products and the industry's leading technology.

ESSENTIAL SKILLS AND RESPONSIBILITES:

• Management of customer service activities in a technical environment.
• Answer direct customer service issues via email, phone and support ticket.
• Logging, documenting, assigning, tracking and following up on customer calls.
• Assists in house service shipping high priority parts to the field.
• Assist is shipping field service special needed tools to site.
• Creating and sending quotes for spares, and consumables.
• Communicating with service-sales team to resolve customer issues.
• Preparing service report paperwork for invoice.
• Managing the Service backlog to close. Open un-invoiced orders.
• Performing general administrative tasks such as data entry, report processing filing,
• Assist in scheduling FSE’s as needed.
• Tracking and scheduling routine maintenance visits.
• Other duties as assigned.

QUALIFICATIONS:

• 5 years of customer service experience in a technical environment.
• Proficient in CRM software. I.E. Salesforce.
• Proficient with MS Office
• Must be detail oriented.
• Strong interpersonal skills, including the ability to build and maintain client relationships.
• Must be able to think independently and solve difficult problems.
• Personnel management.

PREFERRED QUALIFICATIONS:

• Bachelor’s degree in business or related field.
• Prior customer service experience in a service support environment.
• Experience implementing SOP’s and making improvements in a global organization.