FNA Group ยท 1 week ago
Customer Service and Product Support Manager
Mesquite, TX
Full-time
Onsite
Mid, Senior Level
5+ years expFNA Group is a world-class manufacturer and industry leader in consumer and industrial pressure washers and outdoor power equipment. They are seeking a Customer Service and Product Support Manager to oversee the order entry and sales support team and manage post-sale product support functions, ensuring a Best-in-Class reputation while exceeding customer expectations.
Consumer GoodsDronesElectronicsManufacturing
Responsibilities
Lead the sales support and order entry team supporting direct dealers, industrial customers, and international accounts
Oversee the technical services team responsible for reviewing, diagnosing, and approving or denying service center warranty claims in accordance with established warranty policies and procedures
Manage the analysis and consolidated reporting of customer call center activity, warranty claims, and returned product data to identify trends and improvement opportunities
Direct the creation, maintenance, and ongoing updates of illustrated parts lists, including associated service parts and kits
Oversee customer- and channel-specific service parts pricing files to ensure accuracy and consistency
Leverage daily parts and accessory sales reports to support timely order fulfillment and customer shipments
Qualification
Required
Minimum of five years of supervisory experience in product support within a manufacturing environment, including contact center operations
Demonstrated strength in project management, with the ability to lead initiatives from concept through execution
Strong critical thinking, decision-making, and problem-solving capabilities
Proven ability to manage multiple priorities effectively in a fast-paced environment
Experience analyzing data to drive process improvements and operational efficiencies
Preferred
Experience in the Outdoor Power Equipment or Durable Goods industries is preferred
Bachelor's degree in business management is preferred, but will consider equivalent combination of education and experience
Company
FNA Group
FNA Group is a consumer goods firm that manufactures pressure washers and outdoor power equipment.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Rocky Scalzo
CFO
Martin Lockwood
TERRITORY ACCOUNT MANAGER
Recent News
2025-12-05
2025-12-02
Research and Markets
2025-04-28
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