Customer Service Manager

Position Summary

The Customer Service Manager is responsible for the day-to-day leadership, performance, and development of the Resource Coordination and Technical Triage teams supporting liquid cooling systems for data centers, AI infrastructure, HPC environments, and mission-critical cooling applications.

This role ensures efficient service delivery, optimal technician utilization, rapid customer response, and effective escalation management while maintaining high levels of customer satisfaction and operational excellence.

The Service Manager serves as the primary leader for dispatch operations, call center activities, technical triage processes, field service scheduling, and service execution coordination.

Key Responsibilities

Team Leadership & Management


* Lead, coach, and develop Resource Coordinators and Call Center/Triage Technicians.


* Establish performance expectations, KPIs, and development plans.


* Conduct regular performance reviews, coaching sessions, and team meetings.


* Foster a customer-focused and accountability-driven culture.


* Ensure appropriate staffing levels to meet customer commitments and business requirements.


* Support recruitment, onboarding, and training of service operations personnel.

Service Operations Management


* Oversee customer service requests from intake through closure.


* Manage dispatching and scheduling processes for field service technicians.


* Ensure accurate prioritization of emergency, warranty, and project-related service activities.


* Monitor service queues and backlog to maintain service level agreements (SLAs).


* Drive continuous improvement in work processes and operational efficiency.

Resource Coordination Oversight


* Manage technician scheduling, utilization, and workforce planning.


* Balance service demand against resource availability.


* Ensure proper assignment of technicians based on skills, certifications, geography, and customer requirements.


* Monitor labor capacity and forecast future staffing needs.


* Coordinate subcontractor and third-party service resources as required.

Technical Triage & Customer Support


* Oversee first-level technical support for liquid cooling products and systems.


* Ensure effective troubleshooting and issue classification.


* Manage escalation processes from L1 to L2 support.


* Ensure timely communication with customers regarding service status and resolution progress.

Customer Experience Management


* Drive improvements in first-call resolution and response times.


* Monitor customer feedback and implement corrective actions as needed.

Performance & KPI Management

Track and improve key operational metrics including:


* Response time


* Call abandonment rate


* First-call resolution rate


* Technician utilization


* Dispatch efficiency


* SLA compliance


* Customer satisfaction (CSAT)


* Net Promoter Score (NPS)
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