Customer Care Tech Manager: Aftermarket Support Leader

Federal MFG LLC.; Statham (GA); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical/dental programs

Life insurance

Generous paid time off

Retirement savings plan with company 5

Job summary

ProMach is seeking a Customer Care Technical Manager to deliver high-quality aftermarket support and expert guidance to customers and internal teams. You will troubleshoot issues, coordinate solutions across engineering, manufacturing, sales, and service, and identify opportunities to improve performance.

The role reports to the Customer Service Manager and requires a mechanical background with 4+ years in related fields, plus travel about 25%.

Qualifications

• Bachelor’s degree in a mechanical discipline or 5 years equivalent experience.
• 4+ years experience in production, engineering and customer service.
• Fluent English; Spanish is a plus.

Responsibilities

• Provide daily technical support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems.
• Coordinate and resolve customer problems by engaging engineering, manufacturing, sales, parts, purchasing, and other functions.
• Evaluate customer needs and collaborate with aftermarket sales and field technicians to design solutions and sales opportunities.
• Analyze product inquiries to identify problems and work with other teams to implement fixes.
• Develop and manage an effective system for 24/7 emergency support access with leadership guidance.
• Coordinate and, when needed, conduct customer training.
• Ensure proper documentation of work orders, status, and warranty changes.
• Review service reports to verify appropriate support levels and actions.

Skills

Customer support

Technical troubleshooting

Cross-functional collaboration

Strong communication

Analytical thinking

Education

Bachelor’s degree in mechanical discipline or 5 years equivalent experience

Tools

Salesforce

MS Office

Job description

ProMach is seeking a Customer Care Technical Manager to deliver high-quality aftermarket support and expert guidance to customers and internal teams. You will troubleshoot issues, coordinate solutions across engineering, manufacturing, sales, and service, and identify opportunities to improve performance.

The role reports to the Customer Service Manager and requires a mechanical background with 4+ years in related fields, plus travel about 25%.