Customer Support Manager (CSM)

March 25, 2026

Job Description:

The Customer Support Manager (CSM) is a pivotal role dedicated to providing comprehensive post-delivery support for the company’s systems and products. The CSM is responsible for the ongoing, professional, and proactive management of the service array, ensuring strict adherence to SLA targets and maintaining high levels of customer satisfaction.

The CSM serves as the primary focal point between the customer and various internal departments, including Operations, Engineering, ILS (Integrated Logistics Support), Production, Procurement, Logistics, Quality Assurance, and Subcontractors, both in Israel and abroad.

Service Management: Oversee all ongoing service activities during warranty periods, support contracts, and service programs.
Customer Relations: Maintain direct and continuous contact with customers and end-users; provide professional responses, initiate service activities, and coordinate site visits.
Help Desk & Documentation: Provide initial technical response (Help Desk) and ensure full documentation of all inquiries within the PRIORITY ERP system.
Inventory Oversight: Ensure optimal stock levels in service warehouses and customer sites in accordance with relevant contracts.
Performance Targets: Maintain full accountability for meeting SLA and TAT (Turnaround Time) targets for responses and repairs.
Field Coordination: Schedule and deploy service technicians and rapid response teams based on project requirements and maintenance contracts.
End-to-End Case Management: Manage the full lifecycle of service calls, from opening to closure, including the formal documentation of Service Request Forms (SRF).
Reporting & Analysis: Track, monitor, and generate performance reports regarding service goals and KPIs.
Business Development: Build, manage, and promote follow-on programs, including maintenance contracts, training agreements, and complementary services.
Logistics Coordination: Execute orders and coordinate international and domestic shipments for spare parts, TE (Test Equipment), and supporting hardware.
Cross-Functional Collaboration: Work closely with Engineering, Production, Planning (PPC), Procurement, and ILS departments.
Budgetary Control: Monitor and control the operational budget for all service-related activities.
Continuous Improvement: Drive customer satisfaction by collecting feedback, conducting debriefs, and leading process improvements in the service domain.

Requirements:

Practical Engineer or B.Sc. in Electrical, Electronics, or Mechanical Engineering –Advantage.
Proven experience in managing technical teams.
Background working with weapon systems and customers within the Defense/Military industry.
High proficiency in English (both written and verbal).
Professional presence with the ability to work independently in front of global customers.
Willingness to travel abroad as required.