Customer Care Technical Manager

About the role

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. Do we have your attention? Keep reading. 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. Do we have your attention? Keep reading. Who We Are Looking For 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

• 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