Since 1927, our client has built many of the world’s finest pianos. We seek a dynamic and strategic Customer Service Manager to lead our Technical Service Department serving customers in North America.
Key Responsibilities
Manage Technical Service Department (TSD) staff workflows, priorities, and schedules to ensure timely completion of service cases, warranty reviews, and in-house product repairs.
Promote a culture of responsiveness and accountability within TSD, setting clear expectations for communication, follow-through, and quality of work.
Foster an environment of world-class piano service by supporting continual training, teamwork, and technical excellence across all service functions.
Develop and implement strategies to improve departmental efficiency through better organization, documentation, and use of available tools and systems.
Monitor and report on TSD performance metrics and outcomes, providing actionable insights that help improve product quality and customer satisfaction.
Work with TSD technical staff to document and maintain best practices in piano care, maintenance, repair, and warranty procedures.
Prepare periodic warranty and service cost reports as needed by other departments and corporate headquarters.
Oversee procurement and inventory of service parts, maintaining cost controls and ensuring parts availability for warranty and customer support needs.
Establish short- and long-term goals that guide TSD staff performance and align with corporate service and quality objectives.
Develop and manage the annual TSD operating budget, tracking expenditures and identifying opportunities for cost efficiency.
Work collaboratively w/other departments, including Warehouse, Sales, Product Development & Customer Support—to resolve service issues & maintain a smooth information flow
Ensure consistent communication across organization, keeping relevant stakeholders informed of significant service trends, challenges & resolutions
Support special projects & process improvements assigned by senior management, contributing to the continued evolution of TSD operations
Qualifications
Prior experience in customer service supervision & business analysis
Bachelor’s degree in communications, business, or equivalent preferred
Excellent organizational, communication & collaboration skills; personable, able to navigate structure, create relationships & effectively lead teams
Proficiency w/Customer Relationship Management (CRM) solutions such as Salesforce or HubSpot required
Strong problem-solving skills w/ability to rapidly diagnose & resolve operational challenges
Demonstrated commitment to customer satisfaction, including an appreciation for customer experience required
Work Location: On-site Monday-Friday Rancho Dominguez
$85,000-$95,000/yr
Benefits: Medical, dental, vision, life & disability insurance, 401(k) retirement plan, flex spending account, pd time off