Client Services Supervisor

1 month ago

Lisburn, United Kingdom Camlin Group Full time

Company Overview:

Camlin is a worldwide technology innovator committed to delivering groundbreaking products across various sectors, including power and rail, while also engaging in diverse R&D initiatives in multiple scientific fields.

At Camlin, we prioritize exceptional engineering and design, enabling us to create industry-leading products and services. Our mission is to generate value for our clients by addressing complex challenges. Currently, Camlin operates in over 20 countries around the globe.


Role Overview: Customer Services ManagerDAILY RESPONSIBILITIESThe Customer Services Manager is responsible for guiding the Customer Service team in delivering proactive and responsive assistance to our clients regarding the products and services provided, ensuring sustained customer satisfaction, loyalty, and value. KEY RESPONSIBILITIES
  • Oversees the department serving as the primary contact point for all customers globally after delivery, ensuring clear and empathetic communication to understand and fulfill customer needs.
  • Provides timely support to Customer Delivery teams (both Camlin's field personnel and partners) as issues arise during or in preparation for installation and commissioning tasks, addressing any customer inquiries prior to delivery.
  • Meets established response, diagnosis, and resolution time objectives.
  • Maintains effective systems and processes to monitor and fulfill all contractual obligations related to product and service delivery, including Service Level Agreements (SLAs).
  • Leads the team in offering technical support and troubleshooting assistance to clients as required.
  • Utilizes additional Camlin resources efficiently to provide accurate information and assistance to customers.
  • Implements a robust knowledge-sharing system within the team to capture insights for future reference.
  • Identifies opportunities for upselling by understanding customer needs and gaps, ensuring the service team is trained to promote relevant Camlin products and services.
  • Recognizes trends and issues in product performance, prioritizing product fixes and developments in close collaboration with Product Management and Engineering.
  • Implements, maintains, and enhances the systems and processes necessary within Customer Service to support the Customer Performance function in achieving its objectives.
  • Performs any additional duties required to advance our Vision, fulfill our Mission, and uphold Camlin's Values.
QUALIFICATIONS FOR SUCCESS
  • Third Level Qualification in a Relevant Field
  • At least 3 years of experience in a technical support environment.
  • A minimum of 3 years in a Customer Service Management role within a technology organization, including experience in building a global customer service team with appropriate structures and processes.
  • Strong problem-solving and analytical abilities.
PREFERRED SKILLSThe following competencies will be advantageous but are not mandatory:
  • Demonstrated critical thinking capabilities.
  • Experience in people management and development.
  • Familiarity with electric utility substations and equipment or a background in the energy sector is desirable but not essential.

Our Core Values:

  • Collaboration - We understand that working together helps us achieve our common goals more efficiently, so we continually seek ways to support one another.
  • People-Centric - At Camlin, our workforce is central to our operations and achievements. As we evolve into industry and customer 'partners', this becomes even more critical. We trust our team members to perform at their best and provide support.
  • Innovation - Since our inception, we have been curious and eager to improve. Challenging the status quo is part of our DNA, and we thrive on solving complex problems.
  • Active Listening - Whether engaging with our customers, markets, or each other, we ask questions and listen attentively to learn and enhance our practices.
  • Integrity - We take responsibility for our actions and make decisions based on what is right for people, profit, and the planet.

Equal Employment Opportunity Statement

Individuals seeking employment at Camlin are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, gender identity, or sexual orientation.



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