• Customer Service Group Manager

    Posted: 03/03/2020

    • GEOKON is a manufacturer of sensors and instrumentation used in civil, mining and structural engineering projects throughout the world.

      We are currently seeking a Customer Service Group Manager, who at the direction of the Director, will contribute to GEOKON success by providing leadership, motivation, and direction to the Technical Services Group (TSG) and Repair and Rental Department, aligning staff with key performance metrics and customer expectations to achieve exceptional customer service. The Customer Service Group Manager will be responsible for the planning, coordination and oversight of all activities of these areas. This is a full- time position working Monday through Friday 8:00 AM to 5:00 PM.

      Essential Functions and Responsibilities:

      1. Leadership and Employee Development | Provide team development through:
        • Supervise, coach, mentor, and motivate department employees and Supervisors
        • Coordinate and/or conduct employee training
        • Review the performance and evaluation of department employees
        • Execution of personnel actions with HR, such as hiring, evaluations, promotions, disciplinary actions, and terminations
        • Work with HR and Supervisors, if applicable to resolve employee issues, complaints, or grievances
        • Conduct team meetings and act as the conduit for company communications to all department employees
        • Departmental and employee performance metrics
      2. Customer Service:
        • Assist in the coordination of technical responses to customers for Sales and Marketing, Mechanical and Electrical Engineering
        • Work with the Geotechnical Engineer to participate in occasional Field Service Trips
        • Work with the Geotechnical Engineer to assist with the coordination of Field Services
        • Ensure effective customer service procedures, policies, and standards are in place
        • Supports sales staff with technical aspects of applications, including written communications
      3. Training Support | Provide support as needed to the Sales and Marketing Manager for
        product-based trainings:
        • Internal employee groups
        • In-house customer-based events
        • Project-field locations
      4. Product Design and Development:
        • Team representative participation in product design and development projects
        • Beta testing of new products, including software
      5. Other Duties and Responsibilities:
        • Attend periodic meetings, such as Monthly Management Review, Weekly Customer Feedback,
          Production, etc.
        • Participate in industry associations and provide technical interface as required
        • Perform related duties as assigned by Supervisor

      Education and/or Work Experience Requirements:

      • Associate degree in Electrical or Mechanical Engineering
      • 3-5 years of customer service management experience

      Other Requirements:

      • Strong technical aptitude
      • Excellent team player with the ability to work well across functional teams
      • Self-motivated, diligent and enthusiastic with a professional approach to both work and colleagues
      • Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
      • Excellent computer proficiency (Microsoft® Word™Excel® and Outlook® software)
      • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
      • Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
      • Ability to influence and shape the decisions of others and to work through issues and conflicts
      • Strong leadership ability to keep team(s) on track to meet all requirements
      • Strong problem-solving and analytical skills with an ability to systematically evaluate all information generating possible alternatives and consequences
      • Excellent presentation skills that will effectively communicate to an audience in a semi-formal setting as well as at all levels of the company
      • Must be authorized to work in the United States

      This opportunity is located in Lebanon, NH, near Dartmouth College, and resides within the scenic Upper Valley region of New Hampshire, which offers a wide-range of year-round recreational and cultural opportunities.

      GEOKON is an outstanding company offering competitive salaries and excellent benefits including Medical/Dental, Life/Disability Insurance and 401(k).

      Please or send (no phone calls please) your résumé, with salary history, to:


      Manager, Human Resources


      48 Spencer Street

      Lebanon, NH 03766

      GEOKON is an Equal Opportunity Employer and is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 603-448-1562 ext. 1013 for assistance. US citizen or authorization to work in the US is required.

    • MicrosoftWordExcel and Outlook are either registered trademarks or trademarks of Microsoft Corporation in the United States
      and/or other countries.