Customer Care Manager - Temecula, Ca
PlantCML (Aguanga, California)

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As a Customer Care Manager, this position is primarily responsible for managing/coordinating critical site problem resolution from beginning to end, coordination of vendor and customer site activity, scheduling maintenance activities, and working in conjunction with Service Contracts Management on billable activities. This position reports to and works closely with the Senior Manager of Technical Services, as well as works closely with the Technical Support Manager and the Services Contract Manager. This is not a people manager position, rather a high level administrative position with an emphasis on technical and customer service aptitude and experience.

Specifically this position performs the following duties:

·         Critical Site Management/Coordination

o       Interfaces with customers and their end users to provide problem resolution from start to finish.

o       Uses reporting from the case management system to identify, categorize, assign responsibility, escalate and resolve issues that have extended beyond a specific time period.

o       Builds teams work to address technical and operational issues as it relates to critical sites.

o       Provides internal communication on the status of critical customer and site issues.

·         Vendor Management

o       Interfaces as required with customers, distributors, subcontractors and PlantCML management to review customer, 3rd party vendor schedules based on customer demand.

o       Maintains responsibility and communication for the scheduling of 3rd party vendors.

o       Provides warranty dispute management on OEM warranties.

o       Provides oversight and management on service escalations to PlantCML vendors.

o       Manages all post cut vendor on-site activities.

·         Management of Vendor Billable Activity

o       Reviews and consolidates all Technical Support Vendor invoices and works with Service Contract Manager to provide payment or dispute.

o       Reports to management status of Vendor billable activity.

o       Tracks and reports on the use of pre-paid third party services.

·         Administrative

o       Creates documents from rough drafts or notes. Composes documents from an idea or subject.

o       Produces spreadsheets (with charts, pivot tables and databases) to complete data analysis.

o       Produces invoice reporting for Technical Services Department for billable activities.

The ideal candidate will possess the following skills and qualifications:

·         BS in Computer Science or Business, or equivalent combination of education and experience.

·         Program management experience.

·         5+ years experience in a high level support capacity within a technical services or technical sales department; preferably within a high tech or software company.

·         Strong problem solving and analytical skills, exceptional attention to detail.

·         Very good communication skills, both verbal and written, including the ability to tactfully interact with all levels of personnel including management, customers and vendors.

·         Proven track record of using discretion and diplomacy.

·         Intermediate to advanced MS Office skills; advanced Excel skills a must.

·         Ability to prioritize tasks from multiple sources.

·         Ability to complete projects as directed and on time.

·         Ability to work overtime as needed.

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·         Ability to work well and productively with frequent interruptions and changes in priorities.

Qualified candidates must apply directly to our web site at www.plantcml.com / Careers / Customer Care Manager – Temecula, CA. No relocation assistance is available for this position. Any offer of employment is contingent upon the satisfactory completion of an alcohol, drug and controlled substance screening; criminal and civil background investigation that is devoid of any felonies or misdemeanors, and favorable reference checks. Must be authorized to work in the US.

PlantCML is a great place to work and offers its employees a robust portfolio of benefits and is market competitive in its wage and salary practices. PlantCML is ISO-9000 certified and is an Equal Opportunity and Affirmative Action Employer.