Customer Care Manager

Customer Care Manager

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there's a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you.

At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we'll be proud to have you on the journey.

Build Your Career as a Customer Care Manager in a Growing Company

At ProMach, we're looking for people who want to shine. You'll have opportunities to take your career in the direction you desire. You can be creative. Strategic. Persuasive. Influential. A mechanical marvel. A customer service authority. Meticulous. A closer. A futurist.

You'll be challenged and rewarded. Make friends and have fun. Improve our customers' packaging performance and efficiency every day. Help build the future of packaging automation. We're proud of that and hope you will be too.

Zalkin Americas is seeking a talented Customer Care Manager to provide technical support to the service technician staff in providing excellent service to customers. This involves ensuring customers receive prompt/quality product support. The position reports to the Customer Service Manager. Responsibilities will include:

• Prioritize, schedule, and execute work assignments to ensure all customers receive the best product support possible.
• Provide daily support direct to customers by receiving and responding to customer inquiries, resolving customer problems, etc.
• Handle customer problem resolution by coordinating with various functions including engineering, manufacturing, sales, parts, purchasing, accounting, etc.
• Work with Service Manager and service team to establish standards for service technicians and office support flows which ensure company's customer service goals are achieved.
• Work with customers to enhance ProMach aftermarket opportunities through establishing service opportunities, rebuild programs, training classes, maintenance contracts, and machine conversion/retrofits.
• Conduct Lab testing and reporting for customers and complete internal testing as required.
• Maintain machine punch-lists to minimize warranty cost and meet the Company's objectives.
• Help oversee technician knowledge certifications on new technologies, or changes in technical application. Ensure technicians have proper resources to perform job and maintain PMMI certification as required.
• Act as a technical resource for other departments.
• Support customer issues/opportunities with travel as needed. Travel will typically not exceed 25%.
• Validate service invoices for accuracy.
• Review technical field reports and ensure report accurately details trips activity prior to publication.
• Regular attendance and daily punctuality are necessary for performing the job.
• Performs additional duties and assignments as directed by management.
• 4+ years' experience in customer service, field service, or engineering.
• Packaging experience preferred.
• Required knowledge of mechanical/electrical technical applications.
• Ability to read & understand complex engineering designs which includes wiring schematics.
• Excellent verbal and written communication skills which includes presentation skills.
• Required computer skills: Microsoft Word, Excel.
• Good interpersonal skills and ability to successfully handle a multi- faceted role.
• Good organizational skills.

What's in it for you?

There's no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people choose to build a career.

In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits you are eligible on your first day of employment!

ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug-free workplace. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.