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Ryzen Solutions
http://cdn.haleymarketing.com/templates/60387/logos/ryzen-logo-socialmedia.png
http://www.ryzen.com
http://www.ryzen.com
USD
80000
95000
YEAR
true
Customer Service and Field Operations Manager
Posted: 09/11/2025
2025-09-11
2025-12-17
Employment Type:
Permanent
Industry: Operations
Job Number: 50220424
Pay Rate: $80000-95000 / year
Job Description
Customer Service and Field Operations Manager
Location: Colorado Springs, CO
About Our Client
A client of Ryzen Solutions is a leading manufacturer of innovative electronic signage solutions for the transportation and fuel retailing industries. With over 50 years of proven success and a commitment to engineering excellence, they are looking for a driven, collaborative professional to help them shape the future of intelligent signage. Be a part of a team that values quality, innovation, and long-term customer partnerships, all within a company that is built to last.
Our client is currently recruiting for a Customer Service and Field Operations Manager who will be responsible for leading the customer service team and overseeing field operations. The successful candidate will be responsible for ensuring customer satisfaction, managing field operations efficiently, and driving continuous improvement in both areas. You will play a critical role in the post-installation stage of a product's lifecycle.
Job Responsibilities
Team Leadership and Development
Lead and oversee the customer service team to ensure timely and efficient resolution of customer issues and complaints, ensuring a high level of customer satisfaction.
Lead and oversee field operations teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance.
Coordinate with field technicians and other internal/external obligations to schedule and prioritize tasks, optimizing service coverage and response times.
Recruit, train, and develop both the customer service and field operations teams.
Improve, develop, and implement policies, procedures, and standards.
Collaborate with sales, marketing, customer project managers, product development, and engineering teams to develop and implement operational strategies that improve service efficiency and effectiveness.
Customer Satisfaction and Relationship Management
Drive and monitor customer issues, feedback, and satisfaction levels, taking proactive measures to address any concerns in a timely manner.
Maintain and manage a field issue database to identify and highlight endemic issues.
Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
Performance Analysis and Reporting
Set clear objectives and performance targets while monitoring team performance and productivity.
Utilize data-driven insights to make informed decisions and drive continuous improvement initiatives.
Prepare reports for upper management review.
Qualifications and Skills
Education: Bachelor's degree in Business Administration, Operations Management, or a related field. An MBA or equivalent experience is a plus.
Experience: 10+ years of experience managing customer service and field operations teams in a technical industry.
Leadership: Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
Communication: Excellent communication and interpersonal skills (verbal and written).
Analytical: An analytical mindset with the ability to interpret data, problem-solve, and a willingness to be hands-on.
Technical Knowledge: Technical or manufacturing experience is highly recommended. Knowledge of industry trends, best practices, and regulatory requirements related to client services is a must.
Software Proficiency: Proficiency with Microsoft Office Suite and experience with CRM/ERP/Ticketing Systems (M2M/Heat/NetSuite).
Compensation and Benefits
Compensation: $80,000 - $95,000
Benefits:
Health Care Plan (Medical, Dental, and Vision)
401k with company match
Life Insurance (Basic, Voluntary, and AD&D)
Paid Time Off
Short-Term and Long-Term Disability
Training and Development
Location: Colorado Springs, CO
About Our Client
A client of Ryzen Solutions is a leading manufacturer of innovative electronic signage solutions for the transportation and fuel retailing industries. With over 50 years of proven success and a commitment to engineering excellence, they are looking for a driven, collaborative professional to help them shape the future of intelligent signage. Be a part of a team that values quality, innovation, and long-term customer partnerships, all within a company that is built to last.
Our client is currently recruiting for a Customer Service and Field Operations Manager who will be responsible for leading the customer service team and overseeing field operations. The successful candidate will be responsible for ensuring customer satisfaction, managing field operations efficiently, and driving continuous improvement in both areas. You will play a critical role in the post-installation stage of a product's lifecycle.
Job Responsibilities
Team Leadership and Development
Lead and oversee the customer service team to ensure timely and efficient resolution of customer issues and complaints, ensuring a high level of customer satisfaction.
Lead and oversee field operations teams to ensure timely and efficient product pre-installation testing, installations, repairs, and maintenance.
Coordinate with field technicians and other internal/external obligations to schedule and prioritize tasks, optimizing service coverage and response times.
Recruit, train, and develop both the customer service and field operations teams.
Improve, develop, and implement policies, procedures, and standards.
Collaborate with sales, marketing, customer project managers, product development, and engineering teams to develop and implement operational strategies that improve service efficiency and effectiveness.
Customer Satisfaction and Relationship Management
Drive and monitor customer issues, feedback, and satisfaction levels, taking proactive measures to address any concerns in a timely manner.
Maintain and manage a field issue database to identify and highlight endemic issues.
Build and maintain strong relationships with customers, ensuring their needs are met and exceeded.
Serve as a point of escalation for complex customer inquiries or complaints, resolving issues in a timely and satisfactory manner.
Performance Analysis and Reporting
Set clear objectives and performance targets while monitoring team performance and productivity.
Utilize data-driven insights to make informed decisions and drive continuous improvement initiatives.
Prepare reports for upper management review.
Qualifications and Skills
Education: Bachelor's degree in Business Administration, Operations Management, or a related field. An MBA or equivalent experience is a plus.
Experience: 10+ years of experience managing customer service and field operations teams in a technical industry.
Leadership: Strong leadership skills with the ability to motivate and inspire teams to achieve goals.
Communication: Excellent communication and interpersonal skills (verbal and written).
Analytical: An analytical mindset with the ability to interpret data, problem-solve, and a willingness to be hands-on.
Technical Knowledge: Technical or manufacturing experience is highly recommended. Knowledge of industry trends, best practices, and regulatory requirements related to client services is a must.
Software Proficiency: Proficiency with Microsoft Office Suite and experience with CRM/ERP/Ticketing Systems (M2M/Heat/NetSuite).
Compensation and Benefits
Compensation: $80,000 - $95,000
Benefits:
Health Care Plan (Medical, Dental, and Vision)
401k with company match
Life Insurance (Basic, Voluntary, and AD&D)
Paid Time Off
Short-Term and Long-Term Disability
Training and Development
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Ready to take your career to new heights? Explore our job opportunities in the vibrant area of Colorado Springs, Colorado! Nestled at the base of the stunning Rocky Mountains, Colorado Springs offers a perfect blend of outdoor adventures and urban amenities. With a booming tech sector, renowned art galleries like the Colorado Springs Fine Arts Center, exciting sporting events featuring teams like the Air Force Falcons and the Broadmoor World Arena hosting top performances, there's no shortage of opportunities to grow both personally and professionally. Don't miss out on the chance to work in a city known for its breathtaking landscapes, unique culture, and endless possibilities. Start your job search today and discover the charm of Colorado Springs!