Customer Support Manager

Globe Machine Manufacturing • Tacoma, WA

4d

About The Position

Globe Machine, a manufacturer of industrial machines, systems, and plants for advanced composites, building products, and pulp & paper since 1917, is seeking a Customer Support Manager. This role leads post-sale customer support operations, encompassing new equipment installations, warranty service, field service, parts sales, and maintaining ongoing customer relationships. The position requires close collaboration with Sales, Engineering, Manufacturing, and Operations to ensure successful project execution and achieve long-term customer satisfaction.

Requirements

• Bachelor's degree in Mechanical or Electrical Engineering strongly preferred
• 5+ years of experience in manufacturing, field service, project management, installation, or leadership roles
• Strong understanding of mechanical, electrical, hydraulic, pneumatic, and control systems
• Ability to read engineering drawings, schematics, and technical diagrams
• Strong leadership, organization, and customer communication skills
• Self-directed with the ability to manage multiple priorities in a fast-paced environment

Nice To Haves

• Experience with AutoCAD and Microsoft Office preferred

Responsibilities

• Manage new equipment and system installations using internal teams and outside contractors.
• Maintain schedules, budgets, and open issue lists for active projects.
• Oversee startup, commissioning, and project closeout activities.
• Track customer satisfaction, project timing, and budget performance.
• Serve as a technical resource for customers, Sales, and Parts teams.
• Support customers with troubleshooting, maintenance, upgrades, and service needs.
• Assist with estimating startup, installation, and service costs.
• Resolve warranty issues and coordinate replacement or modified parts.
• Prepare quotes for service visits, upgrades, and repair work.
• Determine billable versus warranty-covered service requests.
• Lead parts sales and non-project field service operations.
• Identify upgrade opportunities and additional equipment needs within existing accounts.
• Support revenue growth while maintaining margin goals and customer satisfaction.
• Partner with Engineering, Production, Sales, and Leadership teams to improve support processes.
• Help solve installation challenges and drive continuous improvement initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees