Customer Service Manager

Job Title: National Customer Service Manager- Refrigeration
Position Type: Full-time and Onsite
Location: Los Angeles, CA
Salary Range: Not more than $120,000
Job ID#: #141593

• Establish and lead the customer service team responsible for handling incoming phone calls and emails.
• Train and mentor technicians, ensuring high standards of service and technical proficiency.

• Utilize knowledge in refrigeration and cooking equipment to provide expert guidance and support.
• Develop a comprehensive over-the-phone troubleshooting guide to assist in resolving customer issues efficiently.

• Handle escalated customer service inquiries and ensure timely resolution of issues.
• Expand our third-party service network by onboarding new service companies for warranty work.

• Generate detailed service reports on equipment issues and collaborate with our engineering team in China to address these issues.
• Work closely with our SalesForce CRM system to enhance and improve customer service processes and documentation.

• Be prepared to travel for 1-2 months as needed to train new technicians in various locations.

• 2-3 years of experience in the food service refrigeration field.
• Knowledge of refrigeration and cooking equipment.
• EPA certification or equivalent licenses.
• Proven leadership and management skills.
• Experience in training and mentoring technicians.
• Ability to travel for extended periods if necessary.
• Strong organizational and communication skills.