Customer Care Manager

Zalkin Americas•Statham, GA

About The Position

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there’s a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you. At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we’ll be proud to have you on the journey. 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.

Requirements

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.

Responsibilities

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 ProMach 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.