REPORTS TO:    Director of Sales & Marketing

Position Summary: Responsible for providing guidance and direction to the Customer Service Department to include management of all employees, developing a business plan for the department’s current and future revenue abilities to include obtaining customer maintenance contracts as well as visiting, interviewing and retaining service representatives both nationally and abroad.    This will include working across multiple groups and geographies to obtain input and develop a plan. Responsible for ultimate in customer satisfaction.

PRINCIPLE DUTIES (to include but not limited to):

1. Delegating the coordination of all activities between the Customer Service Department, other company departments, and Customers.
2. Developing a plan to increase company revenue by obtaining maintenance contracts and service agreements.
3. Work with marketing to ensure successful implementation, monitoring and adjustment of these plans.
4. Responsible for personnel who maintain service parts inventory, customer equipment records and other pertinent data pertaining to customer files.
5. Develop tools, programs and training for customers and department.
6. Approving  correspondence with terms and conditions before being presented to the Contracts Coordinator for review.

QUALIFICATIONS:
Minimum –
 Bachelor degree in business, marketing or other related field. Experience in international travel and business relations.  Must be computer literate to include Word and Excel, good phone mannerism and professional attitude. Must have good written and verbal communication skills.
Preferred –
At least 5 years directly related experience in managing employees within a customer service department is preferable.  Proven ability to lead successful teams and projects.