Customer Care Technical Manager

Zalkin Americas LLC; Statham (GA); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Total compensation includes salary

Medical/dental programs

Life insurance

Generous paid time off

Retirement savings plan with company 1

Benefits from day one

Job summary

ProMach is seeking a Customer Care Technical Manager to join a growing company. You’ll have opportunities to shine, be a problem-solver, and help improve packaging performance and efficiency daily.

You’ll provide daily technical support to customers, coordinate with multiple functions, and design solutions that create sales opportunities. A mechanical degree or 4+ years of related experience is required, with ~25% travel. Benefits offered.

Qualifications

• Education: Bachelor’s degree in mechanical discipline or 5 years equivalent packaging experience.
• Experience: 4+ years in production, engineering and customer service.
• Strong understanding of machinery and mechanical/electrical/ pneumatic systems.
• Excellent verbal and written communication; English fluent, Spanish a plus.
• Travel: Minimal travel around 25%.

Responsibilities

• Provide daily technical support to customers and end users.
• Coordinate with engineering, manufacturing, sales, parts, purchasing and accounting.
• Design and engineer solutions and sales opportunities with field staff.
• Analyze inquiries to identify product problems and weaknesses.
• Assist in training customers and documentation of work-orders and service reports.
• Participate in FATs and machine checkout prior to shipment.

Skills

Communication skills

Customer management

Analytical thinking

Mechanical knowledge

Electrical knowledge

Pneumatic knowledge

Education

Bachelor's degree in mechanical discipline

5 years equivalent experience in packaging

Tools

Salesforce

Microsoft Office

Job description

Join ProMach and shine. Whether you're creative, strategic, persuasive, or mechanically inclined, there’s a place for you here. Be a problem-solver, a closer, a futurist - whatever drives you. At ProMach, you'll be challenged and rewarded as you help improve packaging performance and shape the future of automation. And we’ll be proud to have you on the journey. Do we have your attention? Keep reading.

Role Description

Build Your Career as a Customer Care Technical Manager in a Growing Company. At ProMach, we’re looking for people who want to shine. You’ll have opportunities to take your career in the direction you desire. You can be creative, strategic, persuasive, influential, a mechanical marvel, a customer service authority, meticulous, a closer, a futurist. You’ll be challenged and rewarded, make friends and have fun, improve our customers’ packaging performance and efficiency every day, and help build the future of packaging automation.

Responsibilities

• Provide daily technical support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems, etc.
• Handle customer problem resolution through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc.
• Evaluate customer needs and work with the Aftermarket inside sales team as well as Field Service Technicians (FSTs) to design and engineer solutions and sales opportunities.
• Analyze inquiries to understand product problems and/or weaknesses.
• Communicate with other functions in the company to facilitate their efforts to overcome these & problems and/or weaknesses; for future business.
• Work with the Director of Aftermarket and the Customer Service Manager to develop and manage an effective system to provide end-users access to emergency assistance at all hours of the day, year- round including holidays.
• Coordinate and at times, conduct customer training.
• Work with the Customer Service Manager to ensure documentation is properly completed to include all work-orders, install status, warranty changes, etc.) Review service reports to ensure our customers are receiving the proper level of support.
• Coordinate technical service participation in customer FATs and machine checkout prior to shipment with the Customer Service Manager and Director of Operations.
• Regular attendance and daily punctuality are necessary for performing the job.
• Performs additional duties and assignments as directed by management.

Requirements

• Education: Bachelor’s degree in a mechanical discipline or 5 years equivalent experience preferably in the packaging industry.
• Experience: 4+ years experience in production, engineering and customer service.
• Good understanding of company’s machinery to effectively handle customer problems.
• Working knowledge of mechanical/electrical technical applications.
• Other Skills: Excellent verbal and written communication skills.
• Good computer skills (Microsoft products and Sales Force preferred).
• Languages: Fluent English; Spanish is a plus.
• Technical Skills: Mechanical, automation, electrical and pneumatic expertise; customer management; analytical thinking.
• Travel: Minimal travel is required, approximately 25%.

Benefits

• Total compensation includes your salary
• comprehensive medical/dental programs
• life insurance
• generous paid time off program
• retirement savings plan with a company match
• no waiting period for benefits – you are eligible on your first day of employment

Company Information

ProMach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia.

ProMach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food, beverage, pharmaceutical, personal care, and household and industrial goods industries. ProMach brands operate across the entire packaging spectrum: filling and capping, flexibles, pharma, product handling, labeling and coding, and end of line.

We have been named to the Inc. 5,000 list of fastest growing private companies in the U.S. seven times. We continue to introduce innovative products, enter new markets, expand our global presence, and actively acquire new capabilities.

ProMach may not be a brand you see on store or pharmacy shelves, but we are integral to your daily life, powering the processing and packaging machines behind consumer goods, food and nutrition, health, and everyday products.

At ProMach, we are committed to responsibility, honesty, safety, and helping you grow.

We seek individuals eager to shine—whether creative, strategic, technical, or persuasive—offering opportunities to shape your career in exciting directions. You’ll be challenged and rewarded, making an impact on our customers’ performance while helping to build the future of packaging innovation.

Our mission—to help customers protect their reputations and grow consumer trust—along with our core values, drives us to perform with passion, accountability, and proactive problem solving.

We emphasize collaboration and innovation, where every employee and voice matters, ensuring consistency and excellence in everything we do. When you join our team, you're not just taking a job; you're becoming part of something that lasts.

Equal Opportunity & Accessibility

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.