Customer Service and Support Manager

Cincinnatiorporated•Harrison, OH

5d•Onsite

About The Position

Cincinnati Incorporated is a privately owned industrial machine manufacturer that has been a staple in the fabrication industry since the late 1890s. We pride ourselves on a hard day’s work and quality. Our employees have shaped the reputation and culture at CI with their uncompromising integrity, focus, and innovation. The icing on top of the cake: we offer a competitive and comprehensive benefits package. Are you ready for your career at CI? Position Summary and Purpose: We are seeking a customer-centric and results-oriented Aftermarket Operations Manager to join our growing commercial team. In this critical role, you will manage several team leaders responsible for delivering a best-in- class customer experience through superior technical support, parts availability, and proactive maintenance programs while driving significant high-margin revenue growth.

Requirements

Bachelor’s degree in Business, Marketing, or a related field
5+ years of experience in sales operations, sales support, inside sales, or a related administrative role.
Strong proficiency with CRM systems such as HubSpot, field service management software, and ERP systems.
Proven ability to work in a cross-functional environment, managing multiple projects
Excellent communication, interpersonal, and problem-solving skills, with a customer-first mindset
Fundamental skills in Microsoft Google Sheets / Excel (pivot tables, VLOOKUPs, charts, dashboards)
Aptitude for resolving logistical bottlenecks and complex customer disputes quickly.
Ability to build trusted relationships with field technicians and service managers
High attention to detail and commitment to data accuracy
Proven ability to collaborate cross-functionally and build positive relationships with field technicians, support agents, sales, and leadership

Nice To Haves

Experience in industrial manufacturing and working with capital equipment
3+ years of experience in a customer service or call center environment
Basic knowledge of SQL or BI tools (Tableau, Power BI) is a bonus
Leading change within a cross-functional environment
Experience with deploying system to monitor, evaluate, and respond to CX metrics

Responsibilities

Actively manage the daily Aftermarket Operations teams providing customer service and technical support, ensuring high levels of accuracy, consistency, and responsiveness.
Partner closely with the field service, engineering, supply chain, and operations organizations to identify and resolve issues/bottlenecks, leading to the creation of sustainable process improvements.
Take ownership for the implementation, monitoring, and improvement of key performance indicators (KPIs) that provide the highest-quality experience for internal and external customers.
Design and implement the necessary training and upskilling programs for customer service, inside sales, and technical support to consistently improve quality, responsiveness, and employee satisfaction.
Actively monitor and respond to ongoing CX measurements related to customer satisfaction, customer effort, and promoter score, leveraging surveys and sentiment analysis.
Partner with the sales team to develop customer-specific Parts and Service strategies and identify opportunities for new machines and aftersales packages.
Support the creation of knowledge management articles and AI-enabled self- support tools.
Conduct regular performance reviews, resource planning/scheduling, and other administrative tasks as needed.