CUSTOMER SERVICE MANAGER
: Job Details :

** Customer Service Manager**

**Job Category****:** Service **Requisition Number****:** CUSTO04769 Showing 1 location **Job Details**

**Description**

Axon, based in Raleigh, NC, manufactures shrink sleeving, tamper evident banding and stretch sleeve applicators as well as heat shrink tunnels that are engineered for reliability, flexibility and value. Utilizing continuous motion technology, Axon product labeling equipment applications include beverages, processed foods in tubs and jars, cultured dairy products, pharmaceuticals, health & beauty aids, novelties, and household products. Axon is a division of Pro Mach, a leading provider of integrated packaging and processing solutions for over 20,000 customers worldwide. Through multiple brands, Pro Mach provides product packaging and processing equipment, PMMI certified training, installation, parts, and service for primary and secondary packaging, flexible packaging, end-of-line packaging, and identification and tracking. For more information on Pro Machs brands visit .

**JOB DESCRIPTION:**

We are seeking a talented Customer Service Manager to ensure the companys customer service objectives/goals are achieved and to provide U.S. and Canadian customers with prompt, high-quality product support. The position is located in Raleigh, NC, reports to the Director of Aftermarket Services, Axon, and manages the Field Service Technician group. Responsibilities include the following:

* Prioritize, schedule, and delegate work assignments by effectively managing the service technicians and office support employees to ensure all customers receive the best product support in the shortest time possible.

* Daily, provides support directly to customers and end users, e.g., receive and respond to customer inquiries, resolve customer problems, etc.

* Handles customer problem resolution through coordinating efforts of various functions e.g. engineering, manufacturing, sales, parts, purchasing, accounting, etc.

* Analyzes inquiries to understand product problems and/or weaknesses. Communicates with other functions in the company to facilitate their efforts to overcome these problems and/or weaknesses for future business.

* Oversees Customer Service group employee training including certification, new technologies, or changes in technical application.

* Establishes standards for service technicians and office support employees that ensures companys customer service goals are achieved.

* Oversee Warranty Cost program to ensure expenses meet the Companys objective, providing analysis and feedback to other functions in the company to prevent recurrence.

* Work closely with the P.E. Labellers, USA service department in Cincinnati, OH to make certain all technicians are cross-trained and utilized to their full availability.

* Be responsible for managing a system to provide end-users access to emergency assistance at all hours of the day, year-round including holidays.

* Coordinate customer training.

* Coordinate all work-orders, and manage detailed field service reports (Install status, Warranty changes).

* Assign daily tasks to in-house technicians, including training and documentation functions.

* Review all service reports and approve all time sheets and expense reports.

* Coordinate technical service participation in customer FATs and machine checkout prior to shipment.

* Work to develop short and long-range goals and objectives for the Customer Service office that effectively supports the overall goals and objectives of the company.

**JOB REQUIREMENTS:**

* BS degree in a technical discipline (engineering, etc.) or 5 years comparable experience, preferably in the packaging industry

* 4+ years experience in customer service, engineering or production. Good understanding of companys machinery in order to effectively handle customer problems

* Working knowledge of mechanical/electrical technical applications

* Excellent verbal and written communication skills which includes presentation skill

* Good computer skills (Microsoft Office Word/Excel)

* Good interpersonal skills and ability to successfully handle a multi-tasked role

* Some domestic and international travel may be required

**BENEFITS:**

Salary is only a part of a well-developed compensation program. As a Pro Mach employee, you receive more than just a paycheck. Total compensation includes your pay (base salary), very comprehensive medical/dental programs as well as life insurance, a generous paid time off program, a retirement savings plan with a company match and a wellness program. There is no waiting period for benefits you are eligible on your first day of employment.

Pro Mach is an Equal Opportunity Employer. Pro Mach utilizes E-Verify to verify employment eligibility of new hires to work in the United States. Pro Mach is a drug-free workplace.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**