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Customer Service Manager

4 months ago

Rockford, United States Ingersoll Machine Tools Inc Full time

**Reporting**:
Director of Customer Support

**Department**:
Service

Ingersoll is a global leader in developing advanced machine tools for the world's aerospace, transportation, energy, and other heavy industries. We manufacture the largest metal removal, automated composite placement, and 3D printing machines in the world.

**We are seeking a creative, driven, and highly motivated Customer Service Manager to join our team**

**Summary**:
The Customer Service Manager manages the IMTI 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.

**Responsibilities**:
Technical Support:

- Follow up with the 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 the information to Service Manager and Spare Parts department as needed

Spare parts:

- Follow up on spare parts quotes sent to customers to promote increased sales
- Contact existing customers to promote spare part sales
- Generate critical spare part packages for customers with new machines
- Expedite spare part orders through the machine shop and inspection departments

**Qualifications & Experience**:

- 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.
- Some years’ experience with Ingersoll Machine Tool machines preferable

**Education**:

- High School diploma required
- Technical degree preferred

**Other Requirements**
- Valid US passport.
- Valid Driver’s License

**Benefits**:

- Holidays (9 per year)
- Sick/personal leave
- Health/Dental/Vision insurance
- 401(k)
- HSA and Flexible Spending Account
- Short
- and Long-Term Disability
- Life insurance
- Tuition Program

Ingersoll Machine Tools, Inc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law. For more information, please view EEO is the Law, EEO is the Law (supplement), and Pay Transparency Non-discrimination.