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Client Services Supervisor

3 months ago

Lisburn, United Kingdom Camlin Group Full time

Company Overview:

Camlin is a pioneering technology organization committed to delivering innovative solutions across various sectors, including energy and transportation. Our dedication to research and development spans multiple scientific domains, ensuring we remain at the forefront of industry advancements.

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


Role Overview: Customer Services ManagerDAILY RESPONSIBILITIESThe Customer Services Manager oversees the Customer Service team, ensuring proactive and responsive assistance to our clients regarding the products and services provided, ultimately fostering long-term customer satisfaction and loyalty. KEY RESPONSIBILITIES
  • Directs the department serving as the primary contact point for all customers globally after product delivery, ensuring clear and empathetic communication to understand and fulfill customer requirements.
  • Offers timely support to Customer Delivery teams (both Camlin's field personnel and partners) as challenges arise during installation and commissioning, while also addressing customer inquiries prior to delivery.
  • Meets established response, diagnosis, and resolution time targets.
  • Maintains effective systems and processes to monitor and ensure compliance with all contractual obligations related to product and service delivery, including service level agreements (SLAs).
  • Guides the team in providing technical support and troubleshooting assistance to clients as necessary.
  • Efficiently utilizes additional Camlin resources to provide accurate information and support to customers.
  • Implements a robust knowledge-sharing system within the team to capture insights for future reference.
  • Identifies upselling opportunities 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, collaborating closely with Product Management and Engineering to prioritize product improvements and fixes.
  • Establishes, maintains, and enhances the systems and processes required within Customer Service to support the Customer Performance function in achieving its objectives.
  • Performs any additional duties necessary to drive our Vision, fulfill our Mission, and uphold Camlin's Values.
QUALIFICATIONS FOR SUCCESS
  • Degree in a Relevant Field
  • At least 3 years of experience in a technical support role
  • A minimum of 3 years in a Customer Service Management position 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 are advantageous but 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 preferred but not essential.

Our Core Values:

  • Collaboration - We understand that working together accelerates our shared goals, so we actively seek ways to support one another.
  • People-Centric - At Camlin, our team members are at the heart of our operations and achievements. As we evolve into industry and customer partners, this becomes increasingly vital. We trust our colleagues to perform at their best and provide mutual support.
  • Innovation - Since our inception, we have embraced curiosity and a desire for improvement. Challenging the status quo is ingrained in our culture, and we thrive on solving complex problems.
  • Active Listening - Whether engaging with customers, markets, or each other, we prioritize asking questions and listening to responses to foster learning and improvement.
  • Integrity - We take ownership of 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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