Customer Support Manager

Customer Support Manager Location: Maryland Heights, MO Job Type: Full time salaried, exempt About the Role We are looking for a Customer Support Manager to lead our customer support and field service teams while delivering an exceptional experience for our customers. This role is responsible for overseeing post sale support, field service operations, team development, and service processes that help customers get the most value from ECS solutions. This position is a strong fit for someone who enjoys leading people, improving processes, solving complex problems, and building strong relationships with customers and internal teams. You will work closely with Sales, Production, Engineering, and field service personnel to ensure customers receive timely, effective, and professional support. What You'll Do Leadership and Team Development Lead and support customer support and field service team members Provide coaching, mentorship, and ongoing development opportunities Support onboarding and training for new employees Build a positive, accountable, and customer focused team culture Develop service team capabilities to support company growth plans Customer Support and Service Operations Oversee post sale customer support and field service activities Ensure timely scheduling of technicians and coordination of service work Review customer feedback and identify opportunities for improvement Manage warranty and customer concession decisions Oversee third party service providers to ensure customer satisfaction Help drive best in class customer response and service delivery Process Improvement and Systems Develop, implement, and improve customer support processes Monitor service performance, goals, and key initiatives Ensure accurate tracking of customer activities in Salesforce and other systems Analyze data to identify trends, root causes, and improvement opportunities Maintain accurate documentation of service activities and customer communications Cross Functional Collaboration Partner with Sales, Production, and Engineering teams to support customers Ensure strong communication across departments Support planning activities that align service capabilities with business growth Help drive continuous improvement throughout the organization Travel Occasional travel may be required International travel may be required based on business needs Work Environment Schedule is Monday to Friday with infrequent weekend work. This is primarily an in office position located at ECS headquarters. The role includes regular computer work, collaboration with internal teams, customer communication, and occasional travel to support customers and service operations.