Customer Service Manager

Anritsu is a provider of innovative communications test and measurement solutions. Anritsu engages customers as true partners to help develop wireless, optical, microwave/RF, and digital solutions for R&D, manufacturing, installation, and maintenance applications, as well as multidimensional service assurance solutions for network monitoring and optimization. Anritsu also provides precision microwave/RF components, optical devices, and high-speed electrical devices for communication products and systems. The company develops advanced solutions for emerging and legacy wireline and wireless technologies used in commercial, private, military/aerospace, government, and other markets. To learn more visit www.anritsu.com and follow Anritsu on Facebook, LinkedIn, Twitter, and YouTube.

Anritsu is committed to providing a comprehensive and competitive benefits package to all employees. We offer standard benefits such as major medical, vision and dental coverage, life insurance, Employee Assistance Plan, Flexible Spending Accounts, a generous 401(k) Matching Plan, Tuition Reimbursement, and profit sharing. Our benefit package is designed to positively impact all aspects of your life; to help you and your family succeed; and to maintain our status as a "perfect job." Come find out what Anritsu has to offer you!

As a Divisional Customer Service Manager based in Morgan Hill, California, your primary responsibility will be to lead and oversee division-level operations that provide repair and calibration services for Anritsu products. In this role, you will support Anritsu's international Field Offices while also directly serving U.S.-based customers, ensuring consistent service quality, operational efficiency, and organizational alignment across all regions.

Key Responsibilities include:

• Provide oversight for division-wide repair and calibration operations for Anritsu test and measurement equipment.
• Collaborate closely with international Anritsu Service Centers while directly supporting U.S. customers to ensure unified service standards.
• Drive operational excellence by meeting targets for turn-around time, service quality, productivity, and resource utilization.
• Manage the divisional P&L, including budgeting, financial performance tracking, and contributing to profitability initiatives.
• Oversee parts inventory, departmental expenses, customer satisfaction goals, and resolution of escalated customer issues.
• Lead divisional planning, staffing, and the development of strategic initiatives to meet departmental objectives.
• Act as the primary liaison with sales, order processing, manufacturing, and accounting to address and resolve cross-functional issues.
• Identify, recommend, and implement efficiency improvements and continuous-improvement strategies.
• Coordinate resources to support on-site customer visits within the U.S. while balancing laboratory workloads.
• Manage and develop a team of 11 technicians based in Morgan Hill, CA. This position reports to the Senior Customer Service Manager, also located in Morgan Hill.

Requirements:

• Bachelor's degree in business, engineering, or a related field, or equivalent professional experience.
• Prior experience managing or working within a repair center, ideally in consumer electronics or test and measurement equipment.
• Strong self-motivation and demonstrated leadership experience.
• Experience developing departmental budgets and monitoring performance against financial targets.
• Working knowledge of ISO-9000, ISO-17025, ANSI Z540, cycle-time reduction methodologies, or other productivity improvement tools.
• Ability to operate effectively within a complex organizational environment.
• Understanding of inventory accuracy, inventory transactions, and related controls.
• Proven ability to create, manage, and optimize operational processes.
• Demonstrated commitment to a customer-focused culture.
• Strong interpersonal communication skills, particularly in problem-solving situations.
• Flexibility to respond effectively when standards or procedures do not fully address an issue.
• Basic knowledge of telecommunications networks.
• Willingness to travel as needed.
• Ability to consider cost implications when making operational decisions.
• Metrology experience is a plus.
• Proficiency with ERP systems, specifically SAP, along with strong skills in Microsoft Office applications.

In order to be successful in this role, the following competencies and behavior skills are required:

• Strong written and verbal communication skills, with the ability to build effective customer and employee relationships, including in international settings.
• Sound logical decision-making abilities.
• Self-motivated with a proactive, results-driven mindset.
• Demonstrated leadership capability and effective people-management skills.
• Work in excellence.
• Strong presentation skills.
• Ability to remain composed and make rational decisions under high-pressure or stressful situations.
• Flexibility and adaptability when facing new challenges or changing conditions.

The annual base salary range for this position is $110,000 - $145,000. Please note that the salary information is a general guideline only. Anritsu Company considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills as well as market and business considerations when extending an offer.

Why work at Anritsu? Please visit us on Comparably to see what our employees love about working here!