Customer Care Manager

Zalkin, a ProMach Product Brand; Statham (GA); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Medical/Dental

Life Insurance

Paid Time Off

Retirement plan with company match

Job summary

Zalkin, a ProMach Product Brand, is seeking a Customer Care Manager to provide technical support to service technicians and ensure prompt, quality product support. The role reports to the Customer Service Manager and emphasizes cross-functional collaboration.

You will prioritize work, respond to inquiries, coordinate with engineering, manufacturing, sales, and purchasing, develop aftermarket service opportunities, conduct lab testing, and oversee technician certifications.

Qualifications

• 4+ years’ experience in customer service, field service, or engineering.

Responsibilities

• Prioritize and schedule work to deliver top product support.
• Provide daily customer support via inquiries and issues.
• Coordinate with engineering, manufacturing, sales, purchasing and others to resolve problems.
• Establish service standards with the Service Manager and team.
• Develop aftermarket opportunities: service contracts, training, and retrofits.
• Conduct lab testing and report results for customers.
• Maintain machine punch-lists to minimize warranty costs.
• Oversee technician certifications and PMMI requirements.
• Act as a technical resource for other departments.
• Travel up to 25% as needed.
• Validate service invoices for accuracy.
• Review field reports before publication.
• Perform additional duties as directed.

Skills

Customer service

Field service

Engineering background

Wiring schematics

MS Word & Excel

Communication skills

Organizational skills

Job description

Customer Care Manager

We are seeking a talented Customer Care Manager to provide technical support to the service technician staff, ensuring customers receive prompt and quality product support. The position reports to the Customer Service Manager.

Responsibilities & Qualifications

• Prioritize, schedule, and execute work assignments to ensure all customers receive the best product support possible.
• Provide daily support direct to customers by receiving and responding to customer inquiries, resolving customer problems, etc.
• Handle customer problem resolution by coordinating with various functions including engineering, manufacturing, sales, parts, purchasing, accounting, etc.
• Work with Service Manager and service team to establish standards for service technicians and office support flows which ensure company’s customer service goals are achieved.
• Work with customers to enhance aftermarket opportunities through establishing service opportunities, rebuild programs, training classes, maintenance contracts, and machine conversion/retrofits.
• Conduct lab testing and reporting for customers and complete internal testing as required.
• Maintain machine punch-lists to minimize warranty cost and meet the Company’s objectives.
• Help oversee technician knowledge certifications on new technologies, or changes in technical application. Ensure technicians have proper resources to perform job and maintain PMMI certification as required.
• Act as a technical resource for other departments.
• Support customer issues/opportunities with travel as needed. Travel will typically not exceed 25%.
• Validate service invoices for accuracy.
• Review technical field reports and ensure report accurately details trips activity prior to publication.
• Regular attendance and daily punctuality are necessary for performing the job.
• Performs additional duties and assignments as directed by management.
• 4+ years’ experience in customer service, field service, or engineering.
• Packaging experience preferred.
• Required knowledge of mechanical/electrical technical applications.
• Ability to read & understand complex engineering designs which includes wiring schematics.
• Excellent verbal and written communication skills which includes presentation skills.
• Required computer skills: Microsoft Word, Excel.
• Good interpersonal skills and ability to successfully handle a multi-faceted role.
• Good organizational skills.

Benefits

In addition to growth opportunities, a ProMach employee receives comprehensive medical/dental programs, life insurance, a generous paid time off program, and a retirement savings plan with a company match. Benefits begin on the first day of employment with no waiting period.

Equal Employment Opportunity

ProMach is an Equal Opportunity Employer. Pro Mach uses E-Verify to verify employment eligibility of all new hires to work in the United States. Pro Mach is a drug‑free workplace. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.