Customer Support Group Leader

Who We Are

ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.

Mission

We continually aim to grow and evolve by building mutually responsive, innovative partnerships with our customers, vendors, and strategic allies, and creating opportunities for our team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.

We are hiring a Group Leader to lead our Michigan Customer Support Team. This role comes with a fantastic benefits package, work/life balance and an amazing work environment.

Hours: Full-time Monday-Friday 8am-5pm EST. This position offers a hybrid schedule.

Essential Duties and Responsibilities

• Writes, maintains, and improves standard CS workflows for continuous improvement.
• Trains and monitors CS team members to ensure workflows are being followed.
• Assists CS Techs in handling escalated cases.
• Assists CS Techs with questions outside of their scope.
• Performs monthly audits of escalated cases to find root causes.
• Generates weekly customer complaint logs for the CS Manager.
• Determines daily work assignments and ensure that sufficient resources are available.
• Handles overflow work to assist customers as needed.
• Reviews and manage CS Tech caseloads to ensure customers are being taken care of in a timely manner.
• Monitors customer communications to ensure call and e-mail response metrics are achieved.
• Reviews individual KPI’s with CS team members.
• Regular physical attendance is required.
• Other duties as assigned.
• Limited travel required (Up to 25%)

Requirements

• High school diploma or general education degree (GED) required.
• Associate degree in Business or Technical Field is required.
• 5 years of previous management experience preferred.
• Ability to add, subtract, multiply, and divide, knowledge of Business math required.
• Mid-level computer skills required; use of Microsoft Office (Word, Excel, PowerPoint), ERP (BOM structure), email required.
• Basic electrical and mechanical knowledge preferred.