Customer Support Manager

Job Description

Job Description

Since 1917, Globe Machine is a manufacturer of industrial machines, systems, and plants for advanced composites, building products, and pulp & paper.

The Customer Support Manager leads post-sale customer support operations, including new equipment installations, warranty service, field service, parts sales, and ongoing customer relationships. This role partners closely with Sales, Engineering, Manufacturing, and Operations to ensure successful project execution and long-term customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Installations & Project Execution

• Manage new equipment and system installations using internal teams and outside contractors
• Maintain schedules, budgets, and open issue lists for active projects
• Oversee startup, commissioning, and project closeout activities
• Track customer satisfaction, project timing, and budget performance

Customer Support & Technical Service

• Serve as a technical resource for customers, Sales, and Parts teams
• Support customers with troubleshooting, maintenance, upgrades, and service needs
• Assist with estimating startup, installation, and service costs

Warranty & Service Operations

• Resolve warranty issues and coordinate replacement or modified parts
• Prepare quotes for service visits, upgrades, and repair work
• Determine billable versus warranty-covered service requests

Parts & Field Service Growth

• Lead parts sales and non-project field service operations
• Identify upgrade opportunities and additional equipment needs within existing accounts
• Support revenue growth while maintaining margin goals and customer satisfaction

Cross-Functional Leadership

• Partner with Engineering, Production, Sales, and Leadership teams to improve support processes
• Help solve installation challenges and drive continuous improvement initiatives
• Other duties as assigned

QUALIFICATIONS:

• Bachelor's degree in Mechanical or Electrical Engineering strongly preferred
• 5+ years of experience in manufacturing, field service, project management, installation, or leadership roles
• Strong understanding of mechanical, electrical, hydraulic, pneumatic, and control systems
• Ability to read engineering drawings, schematics, and technical diagrams
• Experience with AutoCAD and Microsoft Office preferred
• Strong leadership, organization, and customer communication skills
• Self-directed with the ability to manage multiple priorities in a fast-paced environment

 

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