Regional Customer Support Manager

Job Summary Pevco is seeking an experienced Regional Customer Support Manager to join our team. This dynamic role is ideal for a self-starter experienced with hands-on field service technical support as well as IT support in hospital facilities. In this pivotal role, you will be responsible for the support and service of Pevco's customers on the west coast and management of a team of field service technicians as well as for increasing the adoption of planned maintenance service contracts. This role includes traveling to Pevco's customer locations to meet with facility managers to ensure their needs are being met and to facilitate the adoption of planned maintenance agreements. Pevco makes industry-leading pneumatic tube delivery systems for hospitals that transport more than 1 million patient-critical items every day. Our systems streamline workflows, reduce errors, and empower clinicians to provide the best patient care. Our company culture is centered on teamwork, craftsmanship, and outstanding customer service. Responsibilities Oversee all customer support activities in an assigned region Coordinate multiple priorities and demonstrate initiative in completing projects within required timeframes Provide leadership and direct management of field service technicians Proactively identify staffing needs as well as departmental process improvements Support field service technicians with customer issues resolution Identify and address training and development needs for field service technicians Monitor servcie call responses and helpdesk call volumes to identify possible preventive maintenance opportunities Communicate the status of outstanding issues to internal and external audiences Identify opportunities for system upgrades and expansions Visit customers on a regular basis and maintain relationships to ensure complete satisfaction Review available features and upgrades to customers Create estimates, submit proposals, and obtain signed agreements for planned maintenance Provide summary reports to customers, sales, and management after each visit Maintain up to date information in Pevco's internal systems, including CRMs and service ticketing program Manage the delivery of system upgrades and service calls, including preplanning and follow-up Create opportunities for spare part sales Ensure all company policies are followed Maintain strong working relationships with customers, co-workers and employee

Required Skills and Abilities:

Stong mechanical knowledge and technical troubleshooting ability Strong communication and interpersonal skills Strong problem-solving skills Ability to prioritize and manage multiple tasks simultaneously Ability to learn and apply detailed technical product knowledge Willingness to travel up to two weeks per month Experience with business software, including CRM systems An understanding of enterprise information systems Education and Experience Bachelor's degree or equivalent job experience in a related field 5+ years hands-on field technical support 3 + years customer support management experience 2+ years personnel management

Pay:

$100,000.00 - $140,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance

Experience:

personnel management: 2 years (Required) customer service management: 3 years (Required) Technical support: 5 years (Required)

Work Location:

In person