Customer Support Manager

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

The highly motivated and experienced Customer Support Manager will lead our customer service team. This role requires a strong technical engineering background, as well as expertise in customer support within the construction equipment manufacturing industry. The Customer Support Manager will be responsible for ensuring customer satisfaction by overseeing all aspects of post-sale support, including technical assistance, troubleshooting, and continuous improvement of support processes.

These duties are not meant to be all-inclusive, and other duties may be assigned:
Stay up to date on equipment, models, and systems relevant to order management and product research. Exhibit comprehension, retention & organization of information provided to the department. Resolve and diffuse escalated customer concerns effectively and courteously in the interest of the long-term success of the company. Support Parts Sales goals and assist Marketing in the communication, development, maintenance and troubleshooting of Parts Programs and Services to promote upselling.

Facilitate and present in departmental meetings to assist in determining the best course for the department to be successful and provide an environment for learning. Manage the onboarding training for new team members and the ongoing professional development of the existing team. As needed, this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.

Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments. The goal is to ensure organized, accurate and timely dissemination of information regarding parts. Represent the Parts Contact Center and lead in cross-functional meetings to advocate for the department's and customers' best interest.

Lead department continuous improvement efforts and related documentation. Lead a team of direct and indirect team members including senior team members and leads. Foster open, trusting relationships with team members through Frequent Meaningful Conversations, ensuring individual development plans are established. Train the team in delivering "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus Travel as necessary.

Bachelor’s degree in business administration, communication, marketing, or a related field and seven (7) or more years of relevant experience (equivalent to thirteen (13) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

Two (2) Years Supervisory / Managerial Experience. Advanced written and verbal communication skills. Strong proficiency in enhancing customer satisfaction…