Customer Care Technical Manager 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. 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. Help build the future of packaging automation. We're proud of that and hope you will be too. Zalkin Americas is seeking a talented Customer Care Technical Manager who is expected to deliver high-quality service to both external and internal customers with a primary responsibility being to serve as the main technical aftermarket contact for customers, providing troubleshooting, support and technical guidance. In addition, identifying customer needs and opportunities as needed. The position reports to the Customer Service Manager.
Responsibilities will include:
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.
JOB 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%.
What's in it for you?
There's no monopoly on good ideas or limits to how far you can advance with our team. We offer an open, communicative environment that fosters individual initiative. We pride ourselves in being a company where people are happy and choose to build a career. In addition to growth opportunities, as a ProMach employee, you receive more than just a paycheck. Total compensation includes your salary, comprehensive medical/dental programs, as well as life insurance, a generous paid time off program, and a retirement savings plan with a company match. And because we understand the importance of feeling protected, there is no waiting period for benefits you are eligible on your first day of employment! 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.
