Position : Customer Service Manager
Location : Rockford, IL
Compensation : $62k-$104k depending on experience
Summary : The Customer Service Manager manages the client's customer support operation, keeping management updated as necessary regarding progress and any problematic machine and / or customer issues.
Monitor Field Service Engineers to evaluate the overall installation and or service progress. Interact with Sales personnel to confirm machine requirements and customer expectations.
Responsibilities include professionally representing the company with an exemplary level of integrity. Must have excellent verbal and written communication skills and knowledge of general business practices.
Must be a team player, capable of acting in a manner that maintains harmony and cooperation with colleagues and other departments
Responsibilities : Technical Support :
Technical Support :
- Front line phone and email contact for client's customer
- Receive calls and emails from customers with questions on machine issues
- Follow up with customer to provide answers to their questions
- Maintain customer support call database
- Provide customers with technical data and procedures for solutions
- Work with Mechanical, Fluids and Controls Engineering to provide solutions
- Forward information to Service Manager and Spare Parts department as needed
Spare parts :
- Follow up spare parts quotes sent to customers to promote increase sales
- Contact existing customers to promote spare part sales
- Generate critical spare part packages to costumers with new machines
- Expedite spare part orders through machine shop and inspection departments
Qualifications & Experience :
- Knowledge of new and legacy Ingersoll machines 1970s - current.
- Knowledge of Fiber Placement Machines and their components
- Experienced with Microsoft Office and SAP programs
- Good typing skills
- Excellent communication and organizational skills are a must.
- 5 to10 years’ experience with Ingersoll Machine Tool machines preferable
Education :
- High School diploma required
- Technical degree preferred
Other Requirements
- Valid US passport.
- Valid Driver’s License
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