Customer Service Manager

Description: Our client in Rockford, IL is looking for a Customer Service Manager to join their team!

The Customer Service Manager to manage 10 customer service and field support reps within the customer support operation, keeping management updated as necessary regarding progress and any problematic machine and/or customer issues. Monitor Field Service Engineers to evaluate the overall installation and or service progress. Interact with Sales personnel to confirm machine requirements and customer expectations.

Responsibilities include professionally representing the company with an exemplary level of integrity. Must have excellent verbal and written communication skills and knowledge of general business practices. Must be a team player, capable of acting in a manner that maintains harmony and cooperation with colleagues and other departments

Technical Support:

- Front line phone and email contact for the customer

- Receive calls and emails from customers with questions on machine issues

- Follow up with customer to provide answers to their questions

- Maintain customer support call database

- Provide customers with technical data and procedures for solutions

- Work with Mechanical, Fluids and Controls Engineering to provide solutions

- Forward information to Service Manager and Spare Parts department as needed

Spare parts:

- Follow up spare parts quotes sent to customers to promote increase sales

- Contact existing customers to promote spare part sales

- Generate critical spare part packages to costumers with new machines

- Expedite spare part orders through machine shop and inspection departments

Top Skills Details:

+ customer service management

+ technical support

+ Technical Bachelors Degree

Additional Skills & Qualifications:

Qualifications & Experience:

- Customer service management of 5 or more csrs/tsr's

- Knowledge of new and legacy milling machines

- Knowledge of Fiber Placement Machines and their components

- Experienced with Microsoft Office and SAP programs

- Good typing skills

- Excellent communication and organizational skills are a must.

- 5 to10 years' experience with milling machines Tool machines preferable

Education:

- High School diploma required

- Technical degree preferred

Other Requirements

- Valid US passport.

- Valid Driver's License

Experience Level:

Expert Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.