Customer Support Manager

About Camlin

Camlin is a global technology leader that operates with the vision of bringing revolutionary products to life for a wide range of industries, including power and rail, and also has interests in a number of R&D projects in a variety of scientific sectors.

At Camlin we believe in high quality engineering and design, allowing us to develop market leading products and services. In short, we love creating value for our customers by solving difficult problems. As of now, Camlin operates in over 20 countries worldwide.🌐

Customer Support Manager – North America

 

Location: Atlanta, GA

Reports to: SVP Operations

 

Role Purpose

 

The Customer Support Manager will own the post-install customer lifecycle for all Camlin installed monitoring systems across North America.

This role ensures that maintenance, reactive support, customer communication, and performance reporting are executed with discipline, transparency, and commercial awareness.

The Customer Support manager will be responsible for

Protect recurring revenueImprove gross margin on support workIncrease CSAT and retentionReduce operational fire-fighting

 

Key Responsibilities

 

Maintenance Operations Ownership

Own scheduling and execution of all:Preventative maintenanceCorrective maintenanceWarranty serviceReactive field visitsBuild and manage a rolling 90-day maintenance forecastEnsure MSA adherence and response time targets are metCoordinate with Field Service Engineers and Technicians to optimize travel and utilizationMonitor and report on warranty claim trends

 

Customer Experience & CSAT

Own post-install customer relationship for support phaseEnsure timely response to customer inquiriesEstablish structured communication cadence for:Strategic (White Glove) accountsGeneral business accountsImplement and manage CSAT measurement frameworkDrive root cause analysis for low satisfaction scores

 

Commercial & Margin Accountability

Track:Cost per maintenance visitUtilization ratesTravel burdenOvertime exposureFeed real-time data into:Pricing modelsMargin analysis

 

Dashboard & Reporting Development

Develop operational dashboards using:Salesforce (CRM)Jira (where applicable)Financial dataStandard reporting cadence:Monthly support performanceQuarterly trend analysisMargin by support contract typeTrack KPIs including:Response timeFirst-time fix rate% preventative vs reactiveRevenue per field weekSupport contract attachment rateRenewal rates

 

Process Standardization & Continuous Improvement

In alignment with Camlin Way principles:

Standardize maintenance intake workflowsDefine RACI between:Account ownersTechnical supportField engineersSchedulerImprove handoff from installation → support lifecycleDevelop documented lifecycle playbooksReduce administrative waste in scheduling and follow-up

 

Strategic Account Support Model

For White Glove accounts:

Ensure structured support plan exists per accountCoordinate support reviewsProvide data insights from installed fleetSupport upsell opportunities

 

Required Experience

Bachelors degree in business related discipline5+ years in creating and documenting processes to drive performance excellenceExperience building dashboards and reportingExperience managing scheduling and field-based technical teamsStrong commercial acumen — understands P&L impactExperience with CRM-based tracking (Salesforce preferred)

 

Preferred:

Exposure to warranty programsExperience implementing service-level metrics

Our Values

We work togetherWe believe in peopleWe won’t accept the ‘way it has always been done’We listen to learnWe’re trying to do the right thing

Equal Employment Opportunity Statement

Individuals seeking employment at Camlin are considered without regards to race, colour, religion, national origin, age, sex, marital states, ancestry, physical or mental disability, gender identity or sexual orientation.