Customer Care Manager

Panelmatic · Houston, TX · 1 mo ago

OTHRFull-time

About the Company

Panelmatic, Inc. was founded in 1957 in Youngstown, OH to serve manufacturing industries with the design and build of custom electrical, instrument, and pneumatic control panels. The company has grown to support expansion for its clients, producing control packages for many of America's top corporations in the chemical, environmental, food, pulp and paper, rubber, petroleum, pharmaceutical, glass, metals, and utilities industries, and delivering equipment worldwide. Panelmatic’s rigorous methodology assures compliance with domestic and international standards, covering sales, design, fabrication, testing, and delivery from start to finish. Since 1957, the firm has been known for high‑quality, custom‑built control packages, comprehensive service, and technological and manufacturing expertise.

Job Summary

Panelmatic is seeking a detail‑oriented and experienced Customer Care Manager. The Customer Care Manager leads Panelmatic’s customer care function and ensures a consistent, proactive, and professional customer experience across the entire project lifecycle. This role acts as the critical bridge between customers and Panelmatic’s internal engineering, project management, quality, and production teams.

Responsibilities

Serve as a primary point of contact and escalation for customer concerns, inquiries, complaints, warranty claims, and service‑related issues, ensuring timely and professional responses.
Develop strong relationships with customers and other key stakeholders to understand expectations and strengthen customer satisfaction.
Coordinate cross‑functional teams to resolve customer issues involving quality, engineering, schedule, documentation, delivery, installation, and field service.
Manage the warranty process, including receipt and evaluation of claims, coordination of technical investigation, determination of warranty applicability, repair/replacement decisions, customer communication, and timely closure.
Track warranty costs, trends, recurring failures, and field issues; partner with Quality, Engineering, and Operations to identify root causes and implement corrective and preventive actions.
Own customer complaints and escalations through resolution, ensuring appropriate root‑cause analysis, corrective action, communication, and closure.
Establish and monitor customer care metrics, including response time, complaint closure, customer satisfaction, repeat issues, and escalation trends.
Gather and analyze customer feedback, identify recurring issues and trends, and translate customer insights into actionable process and product improvements.
Partner with Quality and Operations to ensure customer issues are effectively incorporated into the QMS and that corrective actions address systemic causes.
Ensure customer commitments, action items, and recovery plans are clearly documented, communicated, assigned, and completed on time.
Develop and maintain effective customer communication and escalation processes that provide visibility to customers and internal leadership when project risks arise.
Promote a customer‑focused culture throughout Panelmatic by advocating for the customer while balancing quality, safety, cost, schedule, and operational requirements.

Requirements

Bachelor’s degree in Business, Engineering, Operations, Quality, or a related field preferred.
5+ years of experience in customer care, customer service, warranty administration, project management, quality, operations, or a related industrial/manufacturing environment.
Experience working effectively across multiple functional teams and managing customer escalations and warranty issues in a fast‑paced environment.
Experience with electrical manufacturing, power distribution equipment, switchgear, E‑houses, relay panels, industrial control panels, or engineered‑to‑order products preferred.
Proficient in reading technical drawings and using measurement/testing equipment.
Experience with ISO‑9001 quality management systems (QMS).
Computer literate and experienced with ERP systems.
Excellent problem‑solving, communication, and analytical skills.
Ability to pass physical, drug, driving, and background checks.
Alignment with company core values.

Benefits

Medical, dental, vision, HSA, term life, AD&D, short‑term disability, and long‑term disability coverage.
100% of the medical premium paid by Panelmatic for employee‑only coverage.
80% of the premium paid by Panelmatic and 20% by the employee for all other coverage levels (employee + child, employee + spouse, family).
401(k) plan and bonus opportunities.
Scholarships, educational reimbursement, paid volunteerism, and paid personal and professional development.
PTO and paid holidays.
Career advancement opportunities and competitive wages.
Family‑friendly environment with an average employee tenure above five years.