Manage the overall responsibility for inventory management, shipping, receiving, and purchasing of raw materials and production supplies. Collaborate with other departments to determine material and supply needs, purchase supplies and materials according to specifications. Manage inventory, purchasing, shipping and receiving personnel.

• Manage the overall customer support process; customer data and information collection, initial triage and record creation in customer support case management system, initial assignment of case owner, and monitor all cases through closure.• Manage technical support and customer service teams, promote positive employee relations, maintain adherence/implement policies & procedures• Develop and create documentedprocedures and work standards that serve as the foundation for training and ongoing operation of the team.• Analyze the customer support process for sub-optimal performance, identify root causes of problems,communicate findings, make recommendations for improvement, and then take the lead role inimplementing the improvements.• Manage the field service and depot (in-house) repair processes, ensuring that customer needs andexpectations are being met at the lowest possible cost and highest possible revenue for the company.• Ownership of the customer support case management system software, ensuring that the systemcapabilities align with and support the execution of current business process.• Ownership of the company phone system and associated dashboard.• Collaboration with department director on creating and publishing of product warranties.• Collaboration with department director on creating service plans and programs, using a data-driven approach to ensure that such plans provide the best possible service for customers while resulting in positive revenue.

• Manage staff of associates, promote positive employee relations, maintain adherence/implement policies & procedures• Analyze customer feedback to understand why customers are satisfied/dissatisfied to develop deep insights into customer needs• Design customer experiences that reflect the customer strategy, enhance satisfaction, and are profitable.• Provide customer problem resolution• Point of contact for the sales reps to turn over any customer needs and concerns that have been requested of them.• Manage customer action items as required• Procure and/or create reports and data for customers and sales associates• Maintain accurate customer lists / Email addresses • Assist with production of final bid documents and arrangements to supply these documents to the customer within defined tender deadlines • Organize Bid Team Reviews ensuring that respective agendas, attendance lists and documents are up to date. • Maintain status of proposals and work with Bid Manager to ensure they are reviewed, revised and reapproved as necessary. • Monitor bid/quotation throughout the process, providing weekly status/exception reports as required. • Undertake other administrative tasks as required.