Customer Care Manager- IMM Northeast

KraussMaffei; Florence (KY); Presencial; USD 90.000 - 120.000; Jornada completa

Descripción de la vacante

Krauss-Maffei seeks a Customer Care Manager to lead service and support for its equipment, overseeing planned and reactive service, spare parts, warranties, and invoicing. The role coordinates field service staffing, schedules virtual meetings, and drives action plans to resolve complex issues across a regional customer base.

The ideal candidate has a strong leadership record, extensive SAP experience, and excels in cross-functional collaboration to ensure timely service delivery and customer

Formación

• Bachelor’s degree required or equivalent experience in a relevant field.
• 8–10 years in a supervisory/management role in service operations preferred.
• Proven ability to lead teams and coordinate multiple projects.

Responsabilidades

• Be primary contact for customers and sales team for service and support and invoicing.
• Schedule and plan customer meetings with the sales team to resolve issues.
• Develop action plans and escalate major problems to the Customer Care Director.
• Coordinate field service engineers with Project and Sales Managers.
• Travel to the field as needed to support sales teams.
• Follow order-to-cash processes and manage invoicing and cost reviews.
• Lead and develop the Customer Care Team and monitor KPI performance.

Conocimientos

Leadership

Customer service

Scheduling

Project coordination

MS Office

SAP

Communication

Educación

Bachelor’s degree in Engineering / Operations Management / Business Management

Associates degree + 8–10 years related experience

Herramientas

SAP

Innosoft

MS Office

Descripción del empleo

Customer Care Manager FLSA: Exempt

UPDATED: 02/03/2026 DIVISION: ALL

REPORTS TO: Customer Care Director GRADE:

Summary

The Customer Care Manager functions as the primary point of contact for Krauss Maffei customers for all service and support related to KraussMaffei equipment. This includes planned and reactive service issues, spare part requests and order fulfillment, warranty / credit claims, root cause corrective action, as well as invoicing and informational updates.

Essential Responsibilities

• Be the primary point of contact for Krauss Maffei customers and sales team of a select geographic region for all service and support; including planned and reactive service issues, spare part requests and order fulfillment, warranty / credit claims, root cause corrective action, as well as invoicing and informational updates.
• Take initiative to proactively schedule and plan customer meetings (virtual), engaging with the sales team as needed, to resolve major service & systemic issues that have a duration of 1 – 30 days.
• Independently develop action plans, with specific and measurable commitments.
• Escalate major, systemic problems as appropriate to the Customer Care Director.
• Work with Project Managers and Sales Managers to effectively schedule service engineers to meet customer needs.
• On occasion, travel to the field to support the New Machine Sales and Sales4Service Team.

Follow Standardized Order to Cash Process

• Provide service quotations for customers, via the SAP system.
• Work within manpower requirements to maintain an accurate and up to date customer backlog, and utilize Innosoft software to optimize the scheduling and deployment of field service engineers.
• Complete weekly service invoicing & cost reviews with customer care team, ensuring accuracy and appropriate allocation.
• Engage cross functional teams as needed when issues arise.
• Lead the Customer Care Team in areas of operational organization, to follow processes that align with the standards of the Digital Solutions and Service group (DSS).
• Monitor and track KMC-DSS KPI’s relative to group’s areas of responsibility, and report out these metrics on a monthly basis to the Customer Care Director.

Manage and Develop Field Service Team

• Provide direct leadership and management to 15 - 20 field service engineers.
• Support the training and development of Field Service Engineers (FSE) in accordance with the FSE training matrix and schedule.
• Regularly review the technical capability of technicians and proactively plan training to raise the capability of team.
• Complete proactive performance management, goal setting, and performance reviews of all Field Service Engineers under their responsibility.
• Manage and approve all expenses of Field Service Engineers.

Behavioral Performance Expectations

• Lives our Values, Customer Focus, and Manages Conflict – Responds to customer and sales team outreach in timely manner with professionalism, patience, and positivity. Considers opportunity, urgency, and magnitude to assign priority and provides proactive sales and customer facing communication (via email, virtual meeting or in person meeting) that instills confidence and minimizes chaos. Motivates team by recognizing their growth and contribution to KMC.
• Manages Complexity and Ensures Accountability – Works with customer to define complex issues despite incomplete or ambiguous information. Escalates to subject matter experts and involves sales team as needed. Considers lead times, technician and customer availability, as well as strategic business relationships in decision making. Accepts responsibility for successes and failures of own work and the team’s work. Addresses gaps in the workgroup’s ability to meet customer needs.
• Drives Engagement and Directs Work - Has the discipline to follow a standardized order to cash process, as well as the organizational and communication skills necessary to keep multiple open items on task. Identifies internal and external obstacles, and takes appropriate action to eliminate bottlenecks that keep others from following standardized procedures to get work done. Pays attention to the progress of others using the right metrics and indicators; recognizes and takes action when problems or shortfalls occur.

Job Specific Competencies

• Balances multiple active projects simultaneously.
• Works without supervision to collect, organize, and analyze information for use in reporting and decision making.
• Understands equipment function – able to identify equipment functional locations and state general equipment functions.
• Understands parts definition process.
• Can execute standardized order to cash process for parts and service, through SAP and Innosoft.
• Delivers impactful verbal and written communication.

Supervisory Responsibility

This position directly manages employees in the DSS department and is responsible for the performance management, hiring, coaching/mentoring and effective leadership of the employees within the department.

Work Environment

This job operates in a professional office environment in our Florence facility, but may be fulfilled remotely based on circumstance. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines which create low-moderate noise.

Physical Demands

• While performing the duties of this job, the employee is regularly required to, stand, sit at a computer terminal for an extended period of time, talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop, and kneel.
• Specific vision abilities required by this job include close vision requirements due to computer work
• Ability to sit at a computer terminal for an extended period of time.
• Light to moderate lifting is required.
• Ability to work in a constant state of alertness required.

Expected Hours of Work

This is a salaried, exempt level, full-time position with standard working days/hours of Monday through Friday, 8am to 5pm with overtime as necessary to complete required tasks. Actual working hours may vary.

Travel

Travel is low, but some out-of-the-area and overnight travel may be expected at request of customer or as a technical aid to the DSS staff or sales force. Travel to Germany or other international locations possible for training/conferences. Anticipated travel is 10%

Required Education And Experience

• Bachelor’s degree in Engineering, Operations Management, or Business Management preferred.
• Associates degree and/or 8 – 10 years of related experience or training, and / or equivalent combination of education and experience may be suitable, based on hiring manager’s discretion.
• Proven track record for working with and motivating others
• Strong experience in management software (i.e.: MS Office, SAP)

Krauss-Maffei Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.