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:
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