Customer Service Manager

Timken Company; Norton Shores (MI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

Life

Disability

Vacation time

10 paid holidays per year

Sick time

Tuition reimbursement

401(k) w/company match

Job summary

Rollon by Timken seeks a highly technical, customer-focused Customer Service Manager to lead our support and order fulfillment teams in Norton Shores, Michigan. You will bridge customers with engineering, production, and supply chain to deliver precision solutions.

You will oversee end-to-end order lifecycles, resolve complex escalations, and drive on-time delivery while tracking KPIs and implementing continuous improvement with cross-functional teams.

Qualifications

• Bachelor's degree or equivalent technical/industry experience required.
• 3-5+ years of customer service management in industrial automation or engineered products.
• Solid understanding of linear motion components and automated machinery.

Responsibilities

• Lead CSRs and field service coordinators to deliver world-class service.
• Oversee end-to-end order lifecycle from quote to delivery for complex products.
• Assist with basic pre-sales inquiries and post-sales troubleshooting.
• Coordinate with mechanical/electrical engineers, production scheduling, and inventory to meet deadlines.
• Serve as primary escalation contact for delivery delays, defects, or warranty issues.
• Establish and monitor KPIs and present performance to upper management.
• Identify root causes of recurring issues and drive continuous improvement.

Skills

Team Leadership

Order Management

Technical Troubleshooting

Cross-Functional Collaboration

KPI Reporting

Education

Bachelor's degree in Business Administration, Mechanical/Electrical Engineering, or related field

Job description

About Rollon

Rollon by Timken designs and manufactures high-performance linear components, actuators, and complete motion systems that power industrial innovation worldwide. With a strong focus on engineered-to-order solutions, we partner with customers to develop customized technologies that solve complex motion challenges and adapt to the evolving needs of modern industry.

Our vision is to be the world's leading linear motion provider for customized product solutions and digital services, committed to a demanding, innovative and sustainable approach. We are committed to continuous improvement, advanced engineering, and long-term partnerships that create measurable value.

Rollon solutions are trusted globally across industrial automation, aerospace, medical equipment, material handling, and other critical sectors where performance, efficiency, precision, and reliability are essential.

The Customer Service Manager in the linear motion and industrial automation industry leads technical support and order management. They bridge the gap between clients, engineering, and manufacturing. This role requires resolving complex technical escalations, ensuring prompt product delivery, and driving customer satisfaction in a B2B environment.

About the Role

We are seeking a highly technical, customer-focused Customer Service Manager to lead our support and order fulfillment teams. In the fast-paced world of industrial automation and linear motion, you will ensure that our OEM clients, system integrators, and distribution partners receive world-class service. You will act as the crucial link between our customers and our engineering, production, and supply chain departments to deliver precision solutions.

Key Responsibilities

• Team Leadership: Recruit, train, and mentor a team of technical Customer Service Representatives (CSRs) and field service coordinators.
• Order & Contract Management: Oversee the end-to-end order lifecycle for complex, highly engineered motion control products, from quote to delivery.
• Technical Troubleshooting: Assist customers with basic pre-sales inquiries, product selection (actuators, guides, RTUs), and post-sales technical troubleshooting.
• Cross-Functional Collaboration: Coordinate closely with mechanical and electrical engineers, production scheduling, and inventory teams to meet tight project deadlines.
• Customer Escalations: Serve as the primary escalation point for delivery delays, product defects, or warranty issues, ensuring swift and diplomatic resolution.
• Metrics & Reporting: Establish and monitor KPIs (e.g., On-Time-In-Full delivery, response times, and customer satisfaction), presenting performance reports to upper management.
• Continuous Improvement: Identify root causes of recurring customer issues and collaborate with operations and quality teams to implement process improvements and prevent future defects.

Qualifications & Skills

• Education: Bachelor's degree in Business Administration, Mechanical/Electrical Engineering, or equivalent technical/industry experience is required.
• Experience: 3-5+ years of customer service management experience within industrial automation, manufacturing, robotics, or a highly technical engineered-product field.
• Industry Knowledge: Solid understanding of linear motion components, actuators, gearboxes, PLCs, or related automated machinery.

Compensation and Benefits

Position offers a comprehensive benefits package that includes,

• health
• dental
• vision
• life
• disability
• vacation time
• 10 paid holidays per year
• sick time
• tuition reimbursement
• 401(k) w/company match

***IMPORTANT***

All offers of employment are contingent upon the successful completion of a background check (criminal, education and employment verifications, and references), as well as a medical screening that includes drug testing.

All qualified applicants shall be treated equally according to their individual qualifications, abilities, experiences and other employment standards. There will be no discrimination due to gender or gender identity, race, religion, color, national origin, ancestry, age, disability, sexual orientation, veteran/military status or any other basis protected by applicable law.