JOB DESCRIPTION

At Tektronix , we are customer-obsessed in all we do—delivering exceptional service and solutions that drive innovation. We are seeking a dynamic and experienced Customer Care Center Manager to lead our customer service and quoting operations. This role will champion customer satisfaction, streamline quoting processes, and drive operational excellence across the care center.

Key Responsibilities

Customer Service Management

Lead, mentor, and empower a high-performing customer service team.
Develop and implement customer service policies, standards, and training programs.
Monitor customer satisfaction metrics and manage escalated customer issues with urgency and care.
Analyze customer feedback to identify service trends and improvement opportunities.

Quoting Management

Oversee the preparation and delivery of accurate customer quotes and proposals.
Collaborate cross-functionally with sales, procurement, and operations to ensure timely and precise pricing.
Maintain and optimize CRM systems to track customer interactions and quoting activity.
Analyze market trends and competitor pricing to refine quoting strategies and improve win rates.

Operations and Reporting

Manage daily operations of the customer care and quoting teams, ensuring efficiency and alignment with business goals.
Track and report on key performance indicators (KPIs) to senior leadership.
Own departmental budgets and resource planning.
Stay current with industry best practices and implement continuous improvement initiatives.

Skills and Qualifications

Leadership & Communication

Proven ability to lead, coach, and develop teams.
Strong interpersonal and communication skills for engaging with customers and internal stakeholders.

Analytical Skills

Skilled in interpreting data, performance metrics, and market insights to drive decisions.

Technical Proficiency

Experience with CRM platforms (e.g., Salesforce, MS Dynamics) and customer service tools.
Proficiency with MS Office Suite with advanced functions in MS Excel.

Customer-Centric Mindset

Deep commitment to customer satisfaction, loyalty, and long-term relationship building.

Problem-Solving

Adept at resolving complex customer issues and managing escalations with professionalism and empathy.

AI & Automation Experience

Experience implementing AI and automation solutions to enhance customer care and quoting effectiveness, streamline workflows, and improve response times.

Preferred Experience

5+ years in customer service or sales operations leadership roles.
Experience in quoting, pricing strategy, and CRM management.
Background in high-tech, services, or consulting industries is a plus.

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