Customer Support Manager (CSM)

Role Summary

The Customer Support Manager is a key role responsible for the overall post-delivery support of the company’s systems and products.

This position oversees the ongoing, professional, and proactive management of customer service operations, ensuring compliance with SLA targets, maintaining high customer satisfaction, and coordinating all service-related activities מול internal and external stakeholders בארץ ובחו״ל.

The Customer Support Manager serves as the primary point of contact between customers and various company departments, including Operations, Engineering, ILS, Manufacturing, Procurement, Logistics, Quality, Warehousing, subcontractors, and more.

• Manage all customer service activities during warranty periods and under support/service agreements.
• Maintain direct and ongoing communication with customers and/or end users, including professional support, proactive service initiatives, and coordination of on-site activities.
• Provide initial Help Desk support, including full documentation and tracking of all service requests in the PRIORITY system.
• Ensure availability of inventory in service warehouses and customer sites according to contractual requirements.
• Monitor and ensure compliance with SLA and TAT (response and repair times) targets.
• Coordinate and dispatch field service technicians and rapid response teams based on project needs and maintenance contracts.
• Take full ownership of service calls from initiation to closure, including documentation of Service Request Forms and service reports.
• Track, monitor, and report on service performance metrics and KPIs.
• Develop, manage, and sell follow-on service programs, including maintenance agreements, training contracts, and additional services.
• Handle order processing, shipment coordination (domestic & international), and tracking of spare parts, test equipment, and support tools.
• Work closely with Engineering, Manufacturing, Planning, Procurement, Logistics, Quality, and ILS teams.
• Manage operational and budgetary aspects of service activities.
• Drive customer satisfaction improvements in maintenance services, including feedback collection, root cause analysis, and implementation of service improvements.

• Education: B.Sc. / Practical Engineer in Electrical Engineering, Electronics, or Mechanical Engineering – strong advantage.
• Proven experience managing technical teams.
• Experience working with defense/industrial customers and weapons systems – required.
• High level of English – both written and spoken.
• Strong interpersonal and customer-facing skills with the ability to work independently.
• Willingness to travel internationally.