Customer Care Technical Manager

Federal Mfg•Statham, GA

55d•Onsite

About The Position

Zalkin Americas is seeking a talented Customer Care Technical Manager who is expected to deliver high-quality service to both external and internal customers with a primary responsibility being to serve as the main technical aftermarket contact for customers, providing troubleshooting, support and technical guidance. In addition, identifying customer needs and opportunities as needed. The position reports to the Customer Service Manager. Responsibilities will include: Provide daily technical support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems, etc. Handle customer problem resolution through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc. Evaluate customer needs and work with the Aftermarket inside sales team as well as Field Service Technicians (FSTs) to design and engineer solutions and sales opportunities. Analyze inquiries to understand product problems and/or weaknesses. Communicate with other functions in the company to facilitate their efforts to overcome these & problems and/or weaknesses; for future business. Work with the Director of Aftermarket and the Customer Service Manager to develop and manage an effective system to provide end-users access to emergency assistance at all hours of the day, year- round including holidays. Coordinate and at times, conduct customer training. Work with the Customer Service Manager to ensure documentation is properly completed to include all work-orders, install status, warranty changes, etc.) Review service reports to ensure our customers are receiving the proper level of support. Coordinate technical service participation in customer FATs and machine checkout prior to shipment with the Customer Service Manager and Director of Operations. Regular attendance and daily punctuality are necessary for performing the job. Performs additional duties and assignments as directed by management.

Requirements

Bachelor’s degree in a mechanical discipline or 5 years equivalent experience preferably in the packaging industry.
4+ years experience in production, engineering and customer service.
Good understanding of company’s machinery to effectively handle customer problems.
Working knowledge of mechanical/electrical technical applications.
Excellent verbal and written communication skills.
Good computer skills (Microsoft products and Sales Force preferred).
Fluent English
Mechanical, automation, electrical and pneumatic expertise
Customer management
Analytical thinking

Nice To Haves

Spanish is a plus.

Responsibilities

Provide daily technical support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems, etc.
Handle customer problem resolution through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc.
Evaluate customer needs and work with the Aftermarket inside sales team as well as Field Service Technicians (FSTs) to design and engineer solutions and sales opportunities.
Analyze inquiries to understand product problems and/or weaknesses. Communicate with other functions in the company to facilitate their efforts to overcome these & problems and/or weaknesses; for future business.
Work with the Director of Aftermarket and the Customer Service Manager to develop and manage an effective system to provide end-users access to emergency assistance at all hours of the day, year- round including holidays.
Coordinate and at times, conduct customer training.
Work with the Customer Service Manager to ensure documentation is properly completed to include all work-orders, install status, warranty changes, etc.)
Review service reports to ensure our customers are receiving the proper level of support.
Coordinate technical service participation in customer FATs and machine checkout prior to shipment with the Customer Service Manager and Director of Operations.
Regular attendance and daily punctuality are necessary for performing the job.
Performs additional duties and assignments as directed by management.