Customer Care Manager

Customer Care Manager We are seeking a talented Customer Care Manager to provide technical support to the service technician staff, ensuring customers receive prompt and quality product support. The position reports to the Customer Service Manager. Responsibilities & Qualifications 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 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. Benefits In addition to growth opportunities, a ProMach employee receives comprehensive medical/dental programs, life insurance, a generous paid time off program, and a retirement savings plan with a company match. Benefits begin on the first day of employment with no waiting period. Equal Employment Opportunity 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. #J-18808-Ljbffr