Technical Customer Service Manager, Industrial Automation

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

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.