Customer Service Manager

Job Description:
The Customer Service Manager will lead and own OFIL’s global customer service activities, covering hardware and software support, customer onboarding, training, and post-sales technical support.
This role is hands-on and customer-facing, combining strong technical capabilities with ownership of service processes, tools, and workflows. The Customer Service Manager will work closely with Product, R&D, Sales, and Operations to ensure high-quality customer experience and efficient support operations.
Location: Nes Tziona
Reporting: VP Product & Customer Service
Starting Date: Immediately
Key Responsibilities:
Customer Support & Operations

Provide technical support for OFIL’s hardware and software products.
Own ongoing customer support operations and daily execution.
Document and track customer support cases, communications, actions, and follow-up in the CRM and other company platforms.
Manage RMA and repair processes, including coordination with production, customer communication, and repair quotations.
Define and track customer support KPIs.
Manage demo systems inventory and planning in coordination with the Sales team.
Investigate customer issues, perform root-cause analysis, and propose interim workarounds and long-term solutions.
Handle advanced and complex troubleshooting in collaboration with Product and R&D teams.

Customer Onboarding, Training & Field Activities

Own and execute customer onboarding processes for hardware and software products.
Deliver customer training sessions (remote and onsite).
Execute hands-on field demonstrations and technical service days.
Transfer new product technical knowledge to customers and partners.

Product Knowledge & Operations

Develop and maintain a solid technical understanding of OFIL’s products, including hardware and software systems.
Collect and organize product requests and feedback from customers.
Support day-to-day product operations and assist with internal and customer-facing support for OFIL’s hardware and software systems.
Manage Gridnostic operational activities, including routine operations and onboarding of new customers.

Pre-Sales & Post-Sales Technical Support

Provide in-depth technical support for pre-sales and post-sales activities.
Act as the technical authority for the global Sales team.
Participate in customer meetings, demos, and field activities as required.
Support Gridnostic pre-sales activities, including sales demos and demo account management.

AI Integration

Lead the integration of AI-assisted customer support workflows, targeting increased automation while maintaining service quality and strong customer relationships.

Professional Services

Coordinate and support delivery of OFIL’s Professional Services offerings.
Manage customer qualification, proposals, scheduling, coordination with internal experts, and follow-up.
Work with Sales and the relevant teams to ensure services are delivered as agreed.

Qualifications and Capabilities:

Bachelor’s degree in a technical field (Electrical, Mechanical, Industrial Engineering, or similar).
1–3 years of experience in customer service, technical support, or service management roles.
Strong technical understanding of multidisciplinary hardware and software products.
Experience working directly with customers in a global environment.
Excellent troubleshooting and problem-solving skills.
Strong communication and presentation skills, with the ability to explain complex technical topics clearly.
Ability to work cross-functionally with Product, Sales, Operations, and R&D teams.
Highly organized, hands-on, and capable of managing multiple priorities.
Travel up to 20%

Languages:

English – very high level
Additional languages – an advantage

CV to: [email protected]
סוג המשרה: מלאה
מיקום העבודה: פנים אל פנים