Job Summary
Pevco is seeking an experienced Regional Customer Support Manager to join our team. The Regional Customer Support Manager oversees the performance and development of field service technicians while ensuring exceptional service delivery. The role emphasizes building strong customer partnerships, maintaining operational efficiency, and driving continuous improvement to achieve the highest levels of customer satisfaction.

Pevco makes industry-leading pneumatic tube delivery systems for hospitals that transport more than 1 million patient-critical items every day. Our systems streamline workflows, reduce errors, and empower clinicians to provide the best patient care. Our company culture is centered on teamwork, craftsmanship, and outstanding customer service.

Responsibilities:

• Provide leadership and direct management of field service technicians and customer relations representative(s)
• Support technicians with customer issues and assist in developing effective solutions
• Standardize service processes and product delivery across all technicians
• Identify staffing needs and participate in recruitment efforts
• Identify and address training and professional development needs for field service technicians
• Monitor service ticket responses and resolutions to ensure all are closed within required timeframes
• Communicate status of outstanding issues both internally and externally to ensure all parties remain informed and up to date
• Conduct customer visits to maintain strong relationships and ensure complete satisfaction
• Lead and manage customer on-site system upgrades when required
• Coordinate multiple priorities and demonstrate initiative in completing projects within required timeframes
• Ensure all company policies are followed
• Maintain strong working relationships with customers, co-workers and employees

Required Skills and Abilities:

• Strong communication and interpersonal skills with the ability to build and maintain professional relationships
• Excellent listening and problem-solving abilities to effectively address customer and operational issues
• Strong organizational, prioritization, and time management skills
• High level of integrity with the ability to handle confidential and sensitive information appropriately
• Ability to understand and support the company’s vision and align departmental goals with organizational objectives
• Solid product and technical knowledge relevant to field service operations
• Willingness and ability to travel up to one week per month as required
• Experience working with Customer Relationship Management (CRM) systems

Education and Experience

• Bachelor’s degree or equivalent job experience in a related field
• 5+ years customer service in comparable technical field

Pay: $85,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience:

• personnel management: 2 years (Required)
• Technical support: 5 years (Required)
• customer service management: 2 years (Required)

Work Location: In person