Customer Service Manager

Position: Customer Service Manager
Department: Customer Service
Reports to: Director of Sales and Marketing

Overview:

Founded in 1977, Norsat International Inc. is a leading provider of communication solutions that enable the transmission of data, audio and video in remote and austere environments. Norsat's products and services include microwave components, portable satellite systems, antennas, RF conditioning products, maritime solutions, wireless network solutions, and equipment financing. Norsat also provides engineering consulting to meet customers’ specific needs.

Summary

The Customer Service Manager is directly responsible for performing all aspects of customer support for the Satellite Systems business unit, including, but not limited to presales support annual service programs, training, initial services, spares, 24/7 coverage logistics, call center, customer issue logging, and demo resource allocation.

Responsibilities:

• Provide first level remote diagnostic and technical support for the various satellite systems products.
• Provide training, education, and assistance to customers.
• Maintain superior knowledge of the portable satellite systems products and relevant diagnostic tools.
• Maintain Norsat’s customer service extranet for customers.
• Manage the support group, including
  • Preparing departmental objectives
  • Preparing departmental budgets
  • Growing the customer support team to support the Satellite Systems business
• Provide pre-sales support including responding to RFP’s and technical sales demonstrations.
• Input into the development of, and promote the use of, measurement systems to monitor job performance and customer satisfaction.
• Develop a program to train field specialists to support the products.
• Produce and maintain documentation and training material for the Norsat satellite products that can be used effectively by Norsat’s customers.
• Travel to customers’ facilities and designated field locations to understand needs, train and service products
• Completely understand how Norsat’s customers use the products and act as a customer advocate at Norsat.

Educational and Experience Requirements:

• B. Eng., B. Sc, B. A. Sc or equivalent
• MSEE or Project management certification a strong asset
• 5 years in a customer resource management or leadership role
• Knowledge and experience with in IT or electrical engineering
• Knowledge of satellite communications
• Network or system administration experience is an asset

Personal Attributes:

• Ability to manage and interact with technical team and remote employees
• Outstanding organizational and communication skills
• Excellent presentation and customer interaction skills
• Strong team building and management facilitation skills
• Proven customer-oriented skills in Technical Support, hardware/software troubleshooting or related technical fields.
• Able to analyze and interpret complex information.
• Excellence in communication and customer service, problem solving abilities, teamwork, time management and prioritizing skills.
• Willing to learn and train others
• Enthusiastic
• Energetic
• Positive working attitude
• Strong team player
• Flexible hours

Other:

• Willing to travel, occasionally to high-risk areas

Contact Information:

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Fax: (604) 821-2801