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 ExecutionManage new equipment and system installations using internal teams and outside contractorsMaintain schedules, budgets, and open issue lists for active projectsOversee startup, commissioning, and project closeout activitiesTrack customer satisfaction, project timing, and budget performanceCustomer Support & Technical ServiceServe as a technical resource for customers, Sales, and Parts teamsSupport customers with troubleshooting, maintenance, upgrades, and service needsAssist with estimating startup, installation, and service costsWarranty & Service OperationsResolve warranty issues and coordinate replacement or modified partsPrepare quotes for service visits, upgrades, and repair workDetermine billable versus warranty-covered service requestsParts & Field Service GrowthLead parts sales and non-project field service operationsIdentify upgrade opportunities and additional equipment needs within existing accountsSupport revenue growth while maintaining margin goals and customer satisfactionCross-Functional LeadershipPartner with Engineering, Production, Sales, and Leadership teams to improve support processesHelp solve installation challenges and drive continuous improvement initiativesOther duties as assignedQUALIFICATIONS: Bachelor's degree in Mechanical or Electrical Engineering strongly preferred5+ years of experience in manufacturing, field service, project management, installation, or leadership rolesStrong understanding of mechanical, electrical, hydraulic, pneumatic, and control systemsAbility to read engineering drawings, schematics, and technical diagramsExperience with AutoCAD and Microsoft Office preferredStrong leadership, organization, and customer communication skillsSelf-directed with the ability to manage multiple priorities in a fast-paced environment 

Job Posted by ApplicantPro