At American Engineering Group LLC (AEG), we pride ourselves on delivering top-tier engineering solutions, consulting, and technical services to our clients. We believe that exceptional engineering must be paired with outstanding service. We are seeking a high-energy, detail-oriented Customer Service Manager to lead our client-support operations, enhance client satisfaction, and ensure seamless communication across all our engineering projects.
Position Overview
As the Customer Service Manager, you will serve as the bridge between our engineering team and our clients. You will build and lead a proactive customer service strategy, manage client relations, resolve complex inquiries, and optimize internal processes to ensure exceptional service delivery.
If you thrive in a technical environment, possess exceptional leadership skills, and are passionate about delivering a seamless client experience, we want to hear from you.
Key Responsibilities
- Client Relationship Management: Serve as the primary point of escalation for client inquiries, feedback, and issue resolution, ensuring timely and effective solutions.
- Team Leadership & Operations: Lead, mentor, and train customer support personnel to maintain high service standards and professional communication.
- Cross-Department Collaboration: Work closely with project managers, engineers, and executive leadership to align customer support efforts with project timelines and client deliverables.
- Process Improvement: Develop, implement, and refine customer service protocols, workflows, and response strategies to increase team efficiency and service quality.
- Performance Tracking & Metrics: Establish and monitor key performance indicators (KPIs) such as response times, resolution rates, and client satisfaction scores (CSAT).
- Account Onboarding & Support: Assist with onboarding new clients, setting clear expectations, and collecting feedback to ensure long-term retention and satisfaction.
Qualifications & Requirements
- Experience: 4+ years of customer service or account management experience, with at least 2 years in a supervisory or management role (experience in engineering, construction, architecture, or technical services preferred).
- Education: Bachelor’s degree in Business Administration, Communications, Management, or a related field (or equivalent practical experience).
- Communication Skills: Outstanding written and verbal communication skills, with an ability to translate complex technical information into clear, professional language for clients.
- Problem-Solving: Proven ability to manage high-stakes client issues calmly, tactfully, and efficiently.
- Tech Savvy: Proficiency with CRM platforms (e.g., Salesforce, Hubspot, or Zoho), ticketing systems, and standard office software (Microsoft Office 365, Google Workspace).
- Organizational Skills: Strong multitasking abilities with keen attention to detail in a fast-paced environment.
Benefits & Perks
- Competitive base salary range
- Comprehensive health, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and paid company holidays
- Professional development and career growth opportunities
Company Description
American Engineering Group (AEG) (ISO 9001:2015), established in 2000, offers an unparalleled range of manufacturing services globally. We continue to work seamlessly to ensure our customer’s needs are fully met from bench to bedside. The AEG name is an established leader in innovation, quality engineering service and product manufacturing.
AEG solutions are tailored to meet the individual needs of our customers. Driven by a genuine commitment to the advancement of engineering through the innovation, we recruit engineers from only the best and reputed engineering programs. Through continual training and development, we ensure all our team deliver a service that is unsurpassed in the manufacturing industry.
We are now embarking on an extremely exciting era with a joint investment of over $5 million to establish electric vehicle (EV) tire, reinforcing our commitment to the ongoing development of our business in the United States and as a truly global organization.
At AEG, we will continue to push forward, break new boundaries, and seize emerging opportunities in the research, design, and implementation of engineering solutions. Our vision “to be a major force in the pursuit of engineering and technology discovery, as well as innovative engineering solutions with significant economic impact is supported by our commitment to quality and desire to serve our customers to the best of our ability.