JOB DESCRIPTION                 Effective Date:                    


TITLE:	CUSTOMER SERVICE MANAGER


SUMMARY OF FUNCTIONS:

Receives all customer service contacts and handles disposition of problems/concerns.  Coordinates and oversees factory repairs and field service personnel.


MAJOR DUTIES AND RESPONSIBILITIES:

1.	Receives customer contacts by telephone, fax, letters and in person.  Responds to all customer inquiries and complaints; provides technical assistance to customers; documents complaints on Complaint form and distributes to required staff; determines and implements appropriate disposition.

2.	Responsible for guiding and supervising complaint resolution and verifying customer satisfaction.

3.	Researches warranty information; determines and authorizes warranty coverages or customer charges for repairs as appropriate; inspects warranty parts replaced, maintains proper repair standards.

4.	Provides technical assistance and training to all sales representatives and factory/field service personnel as needed.  

5.	Performs and oversees initial sale and customer service satisfaction surveys.

6.	Reports quality or any other pertinent customer concerns to the Director of Quality Assurance and other management as appropriate to diagnose and resolve.

7.	Performs or assigns any other duties necessary related to customer service or to achieve customer satisfaction.


ORGANIZATIONAL RELATIONSHIPS:

Reports to Vice President of Production and Operations.  Coordinates activities with the Director of Quality Assurance, Sales and Production.  Supervises Factory Service representatives and Field Service personnel.