Service Dispatch & Client Relations Manager

Description

Meta Power Solutions is seeking a Service Dispatch and Client Relations Manager to handle customer-facing issue resolution. This role blends case management, technical understanding of Power Generation/electrical equipment, and outstanding customer service to resolve issues efficiently while preserving client trust.

This position is on-site, M-F 8:30 am to 5:00 pm at our Lake Park, Florida office
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• Manage service calls and dispatch(including travel schedules and coordination) for 3 service technicians.
• Receive, triage, and manage customer-facing issues related to transformers, switchboards, and associated equipment; document case details, severity, remediation and document in Salesforce.
• Meticulous documentation of every aspect of cases in Salesforce.
• Act as the primary liaison between customers, field technicians, engineering, and operations to investigate, diagnose, and resolve issues.
• Lead root cause analysis for escalated cases; coordinate corrective actions, preventive measures, and follow-up to ensure issue closure.
• Provide timely case updates to customers and internal stakeholders; communicate clearly about timelines, actions taken, and expected resolutions, and document in Salesforce accordingly.
• Coordinate warranty, service, and repair activities; manage service level agreements (SLAs) and customer expectations.
• Proactively identify patterns or recurring problems; initiate continuous improvement initiatives (training, process changes, documentation updates).
• Maintain a customer-centric mindset, demonstrating empathy, responsiveness, and professionalism in all interactions.
• Prepare post-resolution reports and summary communications for customers and internal leadership.

• Bachelor’s Degree or equivalent experience of 5-10 years in Electrical Industry customer service or Project Management experience. 3-5 years of experience dealing with electrical equipment installations or service, with a focus on transformers and switchboards, including hands-on or field service background (preferred).
• Local to Lake Park, Florida, or within a reasonable commutable distance. Salesforce experience required (minimum 5 years) for case management, ticketing, and customer data management; ability to create, track, and close cases efficiently.
• Exceptional organizational skills with meticulous attention to detail and the ability to manage multiple cases simultaneously.
• Outstanding responsiveness and communication skills; ability to translate technical information for non-technical customers.
• Strong problem-solving and analytical abilities; proactive in driving timely resolutions.
• Customer service mindset with a calm, professional demeanor under pressure.

• Background in electrical engineering, electrical trade, or technical field service.
• Certification in customer service management or problem-solving methodologies (e.g., ITIL, Six Sigma) is a plus.
• Experience with field service scheduling, dispatch, and technician coordination.
• Service Dispatch & Client Relations Manager