Customer Service Manager

Timken

Customer Service Manager

The Customer Service Manager in the linear motion and industrial automation industry leads technical support and order management. They bridge the gap between clients, engineering, and manufacturing. This role requires resolving complex technical escalations, ensuring prompt product delivery, and driving customer satisfaction in a B2B environment.

About the Role We are seeking a highly technical, customer-focused Customer Service Manager to lead our support and order fulfillment teams. In the fast-paced world of industrial automation and linear motion, you will ensure that our OEM clients, system integrators, and distribution partners receive world-class service. You will act as the crucial link between our customers and our engineering, production, and supply chain departments to deliver precision solutions.

Key Responsibilities

Team Leadership: Recruit, train, and mentor a team of technical Customer Service Representatives (CSRs) and field service coordinators.
Order & Contract Management: Oversee the end-to-end order lifecycle for complex, highly engineered motion control products, from quote to delivery.
Technical Troubleshooting: Assist customers with basic pre-sales inquiries, product selection (actuators, guides, RTUs), and post-sales technical troubleshooting.
Cross-Functional Collaboration: Coordinate closely with mechanical and electrical engineers, production scheduling, and inventory teams to meet tight project deadlines.
Customer Escalations: Serve as the primary escalation point for delivery delays, product defects, or warranty issues, ensuring swift and diplomatic resolution.
Metrics & Reporting: Establish and monitor KPIs (e.g., On-Time-In-Full delivery, response times, and customer satisfaction), presenting performance reports to upper management.
Continuous Improvement: Identify root causes of recurring customer issues and collaborate with operations and quality teams to implement process improvements and prevent future defects.

Qualifications & Skills

Education: Bachelor's degree in Business Administration, Mechanical/Electrical Engineering, or equivalent technical/industry experience is required.
Experience: 35+ years of customer service management experience within industrial automation, manufacturing, robotics, or a highly technical engineered-product field.
Industry Knowledge: Solid understanding of linear motion components, actuators, gearboxes, PLCs, or related automated machinery.

Position offers a comprehensive benefits package that includes, health, dental, vision, life, disability, vacation time, 10 paid holidays per year, sick time, tuition reimbursement, 401(k) w/company match.

Timken

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Vacancy posted 4 days ago

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