Customer Success & Repair Operations Lead

Matrix Design Group LLC; Newburgh (IN); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

First day benefits

On-site health clinic

401(k) with company match

Educational reimbursement

Job summary

Matrix Design Group LLC in Newburgh, IN is seeking a Customer Success Manager to lead the repair and RMA function from receipt through evaluation, repair, and return. You will establish priorities, ownership, and performance expectations to ensure customer property is tracked and handled promptly.

You will coordinate with Engineering, Operations, and Supply Chain to drive timely evaluations, repairs, and clear failure data to support product improvements and health monitoring.

Qualifications

• Must provide proof of eligibility to work in the United States.
• High school diploma or equivalent; post-secondary education preferred.
• Significant experience in repair operations, RMA, customer support, or related field.
• Demonstrated leadership or supervisory experience.
• Experience with industrial, mining, or technical products desirable.
• Experience using operational and failure data to identify trends.
• Strong leadership, coaching, accountability, and decision-making.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead, coach, and develop the Customer Success and repair operations team, including Customer Success, order processing, repair, logistics, and RMA support roles.
• Set daily and weekly priorities; assign clear ownership; establish service expectations; and hold team members accountable for quality, responsiveness, documentation, and completion.
• Monitor workload, staffing coverage, aging work, and process bottlenecks; intervene promptly when commitments or performance expectations are at risk.
• Establish standard work, maintain procedures and work instructions, and ensure team compliance with approved processes.
• Serve as the escalation point for complex, overdue, high-priority, or cross-functional repair matters.
• Own the end-to-end flow of customer property, including receipt, identification, evaluation, repair disposition, repair, final documentation, and return.
• Ensure customer property remains traceable, and its status, location, priority, and next action are visible throughout the process.
• Drive timely evaluations and repairs by coordinating with Operations, Engineering, Warehouse, Manufacturing, Quality, Field Service, Industrial Installations, Sales, and Supply Chain.
• Ensure repair findings, actions, warranty considerations, and resolutions are accurately documented before items are closed or returned.
• Manage exceptions involving unclear ownership, missing information, parts constraints, technical review, customer authorization, or other barriers to completion.
• Maintain reporting that measures and monitors overall product health, including repair volume, failure trends, repeat issues, turnaround time, aging, and closure status.

Skills

Repair operations

Customer support

Leadership

Analytics

Communication

Project management

Education

High school diploma or equivalent

Post-secondary education preferred

Job description

Matrix Design Group LLC in Newburgh, IN is seeking a Customer Success Manager to lead the repair and RMA function from receipt through evaluation, repair, and return. You will establish priorities, ownership, and performance expectations to ensure customer property is tracked and handled promptly.

You will coordinate with Engineering, Operations, and Supply Chain to drive timely evaluations, repairs, and clear failure data to support product improvements and health monitoring.