Customer Support Manager

Martin Engineering•Neponset, IL

9d•Onsite

About The Position

Celebrating our 82nd year, Martin Engineering is a privately owned global manufacturing company located in Neponset, IL. A leader in our industry, we believe it is our people who are responsible for our SUCCESS. Our culture is unique; we want our employees to arrive to work happy and leave for the day feeling that same way. We are united, we know we are better together. We strive to deliver superior service to all of our customers, both internal and external. If you share our values, please continue reading to find out what we are looking for in a Customer Support Manager in our Neponset facility. The Customer Support Manager is responsible for leading the day-to-day operations of Reception and the Customer Support Department. This role ensures processes, procedures, communications, and training are established to support the successful performance of the customer service and switchboard functions. The Customer Support Manager ensures customer satisfaction, both internal and external.

Requirements

Four-year degree in engineering and/or business management or equivalent preferred.
3 – 5 years of prior work-related experience.
1 - 3 years of supervisory experience.

Responsibilities

Develops and implements procedures to ensure the effective and efficient operation of the CS department.
Manages the Customer Support personnel in the successful performance of their duties, including recruitment of qualified personnel, performance management, training, scheduling, billing, corrective action, etc.
Ensures processes related to contract review, export compliance, and other policies/procedures are followed within the department.
Develops and monitors programs and procedures and gathers and analyzes data to ensure on-time delivery and customer satisfaction.
Recommends to customers the appropriate Martin product for specific applications; expedites customers’ orders.
Effectively communicates with and works with other departments on projects and customer needs, including special pricing agreements.
Drives culture change to instill focus on Lean Enterprise and continuous process improvements throughout the assigned sales area.
Consults with Product Managers and Technical Support Specialists on customers' application problems.
Writes engineering requests.
Communicates with customers in person and via phone, mail, and fax of appropriate applications, pricing, delivery schedule, etc.
Communicates new applications and products to customer support personnel via appropriate training and news bulletins.

Benefits

Medical
Dental
Vision
Prescription
Flexible Spending
Dependent Care Reimbursement
Company Paid Life Insurance
Company Paid Short-term & Long-term Disability
401k - with less than 30-day enrollment, no vesting schedule, & generous company match!
Onsite Medical Clinic free of charge to employees & dependents enrolled in our healthcare plan.
Onsite Cafe'
Onsite Fitness Center
Generous vacation package
Tuition reimbursement
Martin Annual Rewards Program (bonus opportunity)
Casual dress policy