Customer Care Manager

Federal Mfg•Statham, GA

8d•Onsite

About The Position

Zalkin Americas is seeking a talented Customer Care Manager to provide technical support to the service technician staff in providing excellent service to customers. This involves ensuring customers receive prompt/quality product support. The position reports to the Customer Service Manager. ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line. ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia.

Requirements

Bilingual in Spanish and English required
4+ years’ experience in customer service, field service, or engineering.
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.

Nice To Haves

Packaging experience preferred.

Responsibilities

Prioritize, schedule and execute work assignments to ensure all customers receive the best product support possible.
Provide daily support direct to customers in America and Latin America 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 ProMach aftermarket opportunities through establishing service opportunities, rebuild programs, training classes, maintenance contracts, and machine conversion/retrofits.
Conduct ZC 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%.
Work with the Director of Life Cycle Management to develop short- and long-range goals and objectives for the Customer Service office that effectively supports the overall goals and objectives of the company.
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.