Customer Service Manager – Responsibility, team spirit and varied tasks
David consciously decided to work in fire protection almost 15 years ago and is now customer service manager at CWS Fire Safety. "As customer service manager, I work closely with a small team. The satisfaction and safety of our customers are my top priority," he says in an interview.
The range of tasks of a customer service manager is varied. "I advise customers on project processes in the area of service and maintenance, plan orders, coordinate service technicians and prepare reports," explains David. Other customer service manager tasks include planning and coordinating training for service technicians as well as providing rapid assistance in the event of a fault.
From Office Clerk to Customer Service Manager
David wouldn't be a customer service manager if he hadn't constantly developed himself. "I started out as an office clerk and during my training I went along with service technicians to learn about fire protection," he says. Through evening studies to become a business economist and fire protection courses at the Fire Safety Academy, he built up a comprehensive knowledge of professional development and that's what happened... "Coming from sales, I became more and more involved in customer service. Finally, I took over as customer service manager when my predecessor retired."
About fun and challenges as a customer service manager
"The family atmosphere in the team at the branch and the variety of tasks make the job special for me," says David. As customer service manager, he is not only responsible for coordinating various fire protection trades, but also for customer safety. "It's a good feeling when I know that our service technicians have maintained and repaired everything and the customer is safe again."
And what about challenges in the job? Of course, there are those too! "As customer service manager, I have to make sure that the right service technicians are in the right place at the right time," explains David. "I'm also responsible for ensuring that we achieve our goals."
Field assignment for the customer service manager
When time permits, David occasionally goes on assignment with a service technician. He also tells us about his last assignment in technical fire protection. "I went to the customer with Joachim and helped him maintain a smoke and heat extraction system. I enjoy assignments in technical fire protection the most and such assignments also help me to explain technical details to the customer better," he says.
The team at the Oberhausen branch
Team life is also not neglected at CWS Fire Safety. "We have a summer party every year where the whole family can come along. Sometimes we have a barbecue on Fridays with everyone from the branch and I like to organize events myself, such as the annual company run or, most recently, a darts event," says David, who is not only the customer service manager but also has a talent for organization.
Tips for getting started at CWS Fire Safety
David has clear tips for interested people: "You should be able to identify with the topic of fire protection. We have a lot of responsibility because our work protects people. New service technicians receive excellent training, learn from the most experienced team members and attend courses at the Fire Safety Academy," he reports. He also tells us that he himself has made the biggest progress at CWS Fire Safety. We would say it couldn't be better. CWS Fire Safety is growing and so are its team members!
Thank you very much, David, for the inspiring interview and the insight into your job as customer service manager!
Join our team!
Whether as a customer service manager or a manager in another department. We are growing so fast that we are looking for committed people across Germany who, like David, want to work to protect people and thus make the world a little safer. Apply today and tell us about your interests and skills!