Customer Support Manager

Customer Support Manager – North America

Location: Atlanta, GA

Reports to: SVP Operations

Role Purpose

The Customer Support Manager will own the post-install customer lifecycle for all Camlin installed monitoring systems across North America.

This role ensures that maintenance, reactive support, customer communication, and performance reporting are executed with discipline, transparency, and commercial awareness.

The Customer Support manager will be responsible for

• Protect recurring revenue
• Improve gross margin on support work
• Increase CSAT and retention
• Reduce operational fire-fighting

Key Responsibilities

Maintenance Operations Ownership

• Own scheduling and execution of all:
• • Preventative maintenance
  • Corrective maintenance
  • Warranty service
  • Reactive field visits
• Build and manage a rolling 90-day maintenance forecast
• Ensure MSA adherence and response time targets are met
• Coordinate with Field Service Engineers and Technicians to optimize travel and utilization
• Monitor and report on warranty claim trends

Customer Experience & CSAT

• Own post-install customer relationship for support phase
• Ensure timely response to customer inquiries
• Establish structured communication cadence for:
• • Strategic (White Glove) accounts
  • General business accounts
• Implement and manage CSAT measurement framework
• Drive root cause analysis for low satisfaction scores

Commercial & Margin Accountability

• Track:
• • Cost per maintenance visit
  • Utilization rates
  • Travel burden
  • Overtime exposure
• Feed real-time data into:
• • Pricing models
  • Margin analysis

Dashboard & Reporting Development

• Develop operational dashboards using:
• • Salesforce (CRM)
  • Jira (where applicable)
  • Financial data
• Standard reporting cadence:
• • Monthly support performance
  • Quarterly trend analysis
  • Margin by support contract type
• Track KPIs including:
• • Response time
  • First-time fix rate
  • % preventative vs reactive
  • Revenue per field week
  • Support contract attachment rate
  • Renewal rates

Process Standardization & Continuous Improvement

In alignment with Camlin Way principles:

• Standardize maintenance intake workflows
• Define RACI between:
• • Account owners
  • Technical support
  • Field engineers
  • Scheduler
• Improve handoff from installation → support lifecycle
• Develop documented lifecycle playbooks
• Reduce administrative waste in scheduling and follow-up

Strategic Account Support Model

For White Glove accounts:

• Ensure structured support plan exists per account
• Coordinate support reviews
• Provide data insights from installed fleet
• Support upsell opportunities

Required Experience

• Bachelors degree in business related discipline
• 5+ years in creating and documenting processes to drive performance excellence
• Experience building dashboards and reporting
• Experience managing scheduling and field-based technical teams
• Strong commercial acumen — understands P&L impact
• Experience with CRM-based tracking (Salesforce preferred)

Preferred:

• Exposure to warranty programs
• Experience implementing service-level metrics

Our Values

• We work together
• We believe in people
• We won’t accept the ‘way it has always been done’
• We listen to learn
• We’re trying to do the right thing

Equal Employment Opportunity Statement

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