Marmon Link

Come join a team where People make the difference! As a part of Marmon Holdings, Inc., a highly decentralized organization, we rely heavily on people with the aptitude, attitude, and entrepreneurial spirit to drive our success, and we're committed to attracting and retaining top talent.

As the Manager, Support Contact Center (SCC), your primary responsibility is to oversee the daily operations of the contact center, including supervisors, triage, and technical support representatives. Working closely with the Director of After-sales support and CX team members, you will coordinate a high level of customer support, measure key call metrics, and ensure overall customer satisfaction. Proactively identifying areas for improvement, you will analyze contact center performance, coverage, chat services, training, and business processes, and make recommendations accordingly. Additionally, you will interface with partner OEMs and customers to enhance the overall customer experience.

Who are we?

At Marmon Foodservice Technologies, (Marmon Link & Marmon Renew), we maximize equipment uptime. We do this by providing replacement parts, kits, excellent customer care, technical support, and value-added services. Marmon Link is based in Brooklyn Park, Minnesota and Marmon Renew is based in Monmouth, IL. Our culture is focused on encouraging a growth mindset for all employees and reinforcing desired behaviors through our shared values: Character, Courage, Creativity and Community.

Job Description Summary

As the Manager, Support Contact Center (SCC), your primary responsibility is to oversee the daily operations of the contact center, including supervisors, triage, and technical support representatives. Working closely with the Director of After-sales support and CX team members, you will coordinate a high level of customer support, measure key call metrics, and ensure overall customer satisfaction. Proactively identifying areas for improvement, you will analyze contact center performance, coverage, chat services, training, and business processes, and make recommendations accordingly. Additionally, you will interface with partner OEMs and customers to enhance the overall customer experience.

Essential Duties and Responsibilities

• Manage, coach, and motivate a team of customer support representatives to achieve performance goals and provide exceptional service to customers.
• Set performance targets, monitor key performance indicators (KPIs), and conduct regular performance evaluations to drive individual and team success.
• Identify staffing/training needs, develop training programs, and provide ongoing coaching and development opportunities to enhance the skills and knowledge of the support team.
• Continuously evaluate existing support processes and implement improvements to enhance efficiency and customer satisfaction.
• Establish and maintain quality assurance standards, conduct quality audits, and provide feedback to the team to ensure consistent service excellence.
• Handle escalated customer issues and complaints, resolve complex problems, and ensure timely and satisfactory resolutions.
• Monitor and analyze contact center metrics and generate reports to identify trends, patterns, and areas for improvement.
• Ensure adherence to company policies, data protection regulations, and security protocols to safeguard customer information.

Note : This list of essential duties and responsibilities is not exhaustive and may be subject to change based on the specific requirements and priorities of the organization.

Required Qualifications, Skills/Competencies

• Bachelor's degree in business administration, communications, or a related field, or equivalent experience.
• Proven experience in managing a support contact center or customer service team.
• Excellent leadership and people management skills with the ability to inspire and motivate a team.
• Strong understanding of contact center operations, including workforce management, performance metrics, and quality assurance.
• Demonstrated ability to develop and implement process improvements to enhance customer service and operational efficiency.
• Exceptional problem-solving and decision-making skills, especially in high-pressure situations.
• Excellent communication and interpersonal skills to effectively interact with customers, team members, and stakeholders at all levels.
• Proficient in using contact center technologies, customer relationship management (CRM) systems, and reporting tools.
• Knowledge of data protection regulations, compliance requirements, and security protocols related to customer data.
• Flexibility to work in shifts and adapt to changing business needs.

All Employees:

• Follow established policies and procedures as outlined in Marmon Foodservice Technologies’ Quality Manual and associated documents.
• Participate in quality assurance and business improvement activities, including training and improvement projects as defined by the organization.

Working Conditions:

Work is performed hybrid both in Brooklyn Park office and remote home office. The hours of work will generally be during regular contact center hours (7:00am – 5:00pm CST) with at least 40 hours a week but may vary according to special projects, deadlines, or other concerns. Occasional travel (domestic) approximately 10% will be required. 40-lb load lifting is an occasional task associated with prototyping and testing, but it may be assisted or modified per below. Power tool usage is also associated with prototyping and testing, and training on safe and best practices can be available as necessary, or accommodations may be made per below.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acknowledgement:

This job description describes the general nature and level of work performed by the employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law .

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to careers@marmon.com, and please be sure to include the title and the location of the position for which you are applying.