Caleb Childress
Customer Service Manager
Goldston,NC
Summary
Service Manager with a strong technical background supporting electric PTO systems across North America and international markets. Leads remote and field service operations, combining hands-on expertise with telematics-driven insights to improve system performance and reduce downtime. Experienced in managing escalations, guiding third-party service partners, and building strong customer relationships through data-driven reviews, training, and proactive support strategies.
Overview
7
7
years of professional experience
Work History
Customer Service Manager
Viatec
03.2025 - Current
- Lead service operations for remote and field support across North America and international markets, managing a lean internal team while coordinating third-party partners and contractors for on-site execution
- Act as primary escalation point for high-priority technical issues, leveraging remote diagnostics and guiding field technicians and partners through hands-on resolution to minimize downtime
- Direct and support external service partners during field events, providing real-time technical guidance to ensure quality, consistency, and efficient issue resolution
- Manage relationships with key global accounts through recurring business reviews, leveraging telematics data to provide insights on system utilization, ROI, performance trends, and installation planning
- Oversee telematics subscription health, proactively engaging customers to communicate platform value, drive renewals, and ensure continued access to reporting and remote service capabilities
- Deliver onsite and remote training for partners and customers on installation, operation, and service procedures, improving system adoption and technician effectiveness
- Led development and implementation of troubleshooting guides and diagnostic tools, reducing average time-to-resolution and improving service consistency across teams
Customer Care Account Manager
Viatec
02.2023 - 03.2025
- Managed technical accounts supporting electric PTO systems across North America and international markets (U.S., Canada, Australia, New Zealand, Israel)
- Built and maintained customer relationships by delivering responsive technical support and leveraging telematics data to optimize system performance
- Led customer meetings to review system utilization, performance trends, and operational insights, aligning service strategies with business objectives
- Analyzed telematics data to provide performance reporting and actionable insights, enabling customers to make data-driven decisions on system usage and investment
- Provided end-to-end technical support including remote troubleshooting, installation, commissioning, and field repairs of electric PTO's and generators.
Project Manager
CTI Systems
07.2022 - 02.2023
- Provide frequent updates on project status and potential risks to production team.
- Made decisions independently and collaboratively on supply chain related challenges.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Purchasing Agent/Production Control Analyst
CTI Systems
05.2019 - 07.2022
- Submit purchase orders and follow up with current orders to confirm deliver dates
- Work with our engineers to source alternate parts or vendors to work around supply chain issues.
- Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions
- Improved supplier relationships through regular communication and proactive problem solving.
- Increased profitability by analyzing spend data and identifying opportunities for cost reduction.
Education
Bachelor of Science -
East Carolina University
Greenville, NC 05.2001 -
Skills
Customer service
Client relationship management
Customer support strategy
Case management
Technical troubleshooting
Project management
Data analytics (Excel, Pivot Tables, etc)
Salesforce
Timeline
Customer Service Manager
Viatec
03.2025 - Current
Customer Care Account Manager
Viatec
02.2023 - 03.2025
Project Manager
CTI Systems
07.2022 - 02.2023
Purchasing Agent/Production Control Analyst
CTI Systems
05.2019 - 07.2022
Bachelor of Science -
East Carolina University
05.2001 -