Customer Care Technical Manager

Join Pro Mach 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 Pro Mach, 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?

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Build Your Career as a Customer Care Technical Manager in a Growing Company. At Pro Mach, 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, and help build the future of packaging automation.

• 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.

• 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%.

• Total compensation includes your salary
• comprehensive medical/dental programs
• life insurance
• generous paid time off program
• retirement savings plan with a company match
• no waiting period for benefits – you are eligible on your first day of employment

Pro Mach is headquartered near Cincinnati, Ohio, with manufacturing facilities and offices throughout North America, Europe, South America, and Asia.

Pro Mach is a family of best-in-class packaging solution brands serving manufacturers of all sizes and geographies in the food,…