Technical CS Manager - Industrial Automation

Timken; Norton Shores (MI); Presencial; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental

Vision

Life insurance

Disability

Vacation time

10 paid holidays per year

Sick time

Tuition reimbursement

401(k) w/company match

Descripción de la vacante

Timken, a global technology leader in engineered bearings and industrial motion, seeks a Customer Service Manager for Rollon in Norton Shores, MI. You will lead the support and order fulfillment teams, linking customers with engineering, production, and supply chain to deliver precision solutions.

You will resolve complex escalations, ensure on-time delivery, and drive customer satisfaction in a B2B environment, leveraging a technical background and leadership to optimize processes and KPIs.

Formación

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

Responsabilidades

• Recruit, train, and mentor a team of technical Customer Service Representatives (CSRs) and field service coordinators.
• Oversee the end-to-end order lifecycle for complex, highly engineered motion control products, from quote to delivery.
• Assist customers with basic pre-sales inquiries, product selection (actuators, guides, RTUs), and post-sales technical troubleshooting.
• Coordinate with mechanical and electrical engineers, production scheduling, and inventory teams to meet tight deadlines.
• Serve as the primary escalation point for delivery delays, product defects, or warranty issues, ensuring swift resolution.
• Establish and monitor KPIs (e.g., On-Time-In-Full delivery, response times, customer satisfaction).
• Identify root causes of recurring customer issues and collaborate with operations and quality teams to implement improvements.

Conocimientos

Team Leadership

Order Management

Technical Troubleshooting

Cross-Functional Collaboration

KPIs & Reporting

Continuous Improvement

Customer Escalations

Educación

Bachelor’s degree in Business Administration, Mechanical/Electrical Engineering

Descripción del empleo

Timken, a global technology leader in engineered bearings and industrial motion, seeks a Customer Service Manager for Rollon in Norton Shores, MI. You will lead the support and order fulfillment teams, linking customers with engineering, production, and supply chain to deliver precision solutions.

You will resolve complex escalations, ensure on-time delivery, and drive customer satisfaction in a B2B environment, leveraging a technical background and leadership to optimize processes and KPIs.