Customer Care Manager- IMM Northeast

KraussMaffei•Florence, KY

10h

About The Position

The Customer Care Manager is the primary point of contact for KraussMaffei customers and the sales team in a select geographic region for equipment service and support. The role coordinates planned and reactive service issues, spare-part requests and fulfillment, warranty and credit claims, root-cause corrective action, invoicing, and customer updates. The manager proactively plans virtual customer meetings to address major service and systemic issues, develops measurable action plans, escalates significant problems to the Customer Care Director, and coordinates with Project Managers and Sales Managers to schedule service engineers. Occasional field travel may support New Machine Sales and the Sales4Service Team. The position follows the standardized order-to-cash process, including service quotations through SAP, customer backlog management, and use of Innosoft to schedule and deploy field service engineers. It oversees weekly service invoicing and cost reviews, coordinates with cross-functional teams, leads operational organization in accordance with Digital Solutions and Service group standards, and reports relevant KPIs monthly to the Customer Care Director. The manager provides direct leadership to 15–20 field service engineers, supporting their training and development, reviewing technical capability, planning training, conducting performance management and reviews, and managing and approving expenses. The position also manages DSS department employees, including performance management, hiring, coaching, mentoring, and effective leadership. The role is based in a professional office environment at the Florence facility, but may be fulfilled remotely depending on circumstances. It is a salaried, exempt, full-time position with standard Monday–Friday hours of 8 a.m. to 5 p.m.; overtime may be needed to complete required tasks. Travel is anticipated to be 10%, including occasional out-of-area or overnight travel and possible international travel for training or conferences.

Requirements

An associate degree and/or 8–10 years of related experience or training, or an equivalent combination of education and experience, may be suitable at the hiring manager's discretion.
Proven track record of working with and motivating others.
Strong experience with management software, such as MS Office and SAP.
Ability to balance multiple active projects simultaneously.
Ability to collect, organize, and analyze information independently for reporting and decision-making.
Understanding of equipment function, including identifying equipment functional locations and describing general equipment functions.
Understanding of the parts definition process.
Ability to execute standardized order-to-cash processes for parts and service through SAP and Innosoft.
Strong verbal and written communication skills.
Ability to meet the stated physical demands, including extended computer use, standing, talking, hearing, reaching, stooping, kneeling, and light to moderate lifting.

Nice To Haves

Bachelor’s degree in Engineering, Operations Management, or Business Management.

Responsibilities

Serve as the primary point of contact for customers and the sales team in an assigned geographic region for service and support matters.
Coordinate planned and reactive service issues, spare-part requests and order fulfillment, warranty and credit claims, root-cause corrective action, invoicing, and informational updates.
Proactively schedule virtual customer meetings to resolve major service and systemic issues lasting 1–30 days.
Develop action plans with specific, measurable commitments and escalate major systemic problems to the Customer Care Director as appropriate.
Coordinate with Project Managers and Sales Managers to schedule service engineers in response to customer needs.
Occasionally travel to the field to support New Machine Sales and the Sales4Service Team.
Provide customer service quotations through SAP.
Maintain an accurate, up-to-date customer backlog within manpower requirements and use Innosoft to optimize field service engineer scheduling and deployment.
Complete weekly service invoicing and cost reviews with the customer care team, ensuring accuracy and appropriate allocation.
Engage cross-functional teams when issues arise.
Lead Customer Care Team operational organization and adherence to Digital Solutions and Service group standards.
Monitor and track KMC-DSS KPIs for the group's areas of responsibility and report metrics monthly to the Customer Care Director.
Directly lead 15–20 field service engineers and manage DSS department employees.
Support field service engineer training and development in accordance with the training matrix and schedule.
Review technicians' technical capabilities and proactively plan training to improve team capability.
Conduct performance management, goal setting, and performance reviews for assigned field service engineers.
Manage and approve field service engineer expenses.
Hire, coach, mentor, and provide effective leadership to department employees.
Communicate proactively and professionally with customers and the sales team, set priorities, and motivate the team by recognizing growth and contributions.
Define complex customer issues despite incomplete or ambiguous information, involve subject matter experts and sales as needed, and address gaps that affect customer needs.
Manage multiple active projects, follow standardized processes, monitor progress using appropriate metrics, and address obstacles and shortfalls.