Customer Support Service Manager
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Customer Service
Location
08873, Somerset, New Jersey, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
Company Description
BEUMER Group is an international manufacturing leader in intraTransportation and Logistics in the fields of conveying, loading, palletizing, packaging, sortation, and distribution technology. BEUMER Group offers the right solution for almost every logistic challenge. We are a family owned, intraTransportation and Logistics leader, where tradition and innovation go hand in hand. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!
Job Description
Supervisory Responsibilities:
Develop, plan, and implement all scheduling of technical on-site visits. Generate sales of maintenance and hotline contracts as well as Spare parts
STRONG Customer telephone support Tiered support of Hotline.
Manage unresolved issues for Hotline Dept requiring intervention
Monitor and follow-up on all outstanding service issues- ensuring customer satisfaction is handled in a timely and professional manner
Oversee handling of service and maintenance reports and ensure submissions are in a timely and professional manner
Ensure Customer Support Field Service personnel have the knowledge and skills to effectively and efficiently resolve customer issues
Manage the performance and overall activities of the service technicians
Develop and implementing technical support strategies to continuously improved support.
Ensure team works in a safe manner
Keep management apprised of ongoing service-related issues
Maintain effective relationship with main office and customers
Supervise administrative details of all Service team members
Technical Services:
Work side by side with team members with regards to execution of service, change orders, warranty compliance, sales of aforementioned points as well as generate spare parts leads.
Generate risk assessments of existing post sales customers to determine feasibility of future contracts, change orders, spares, etc.
Perform customer service duties including answering customer inquiries via mail, *in person, and telephone regarding problems with equipment or need for maintenance
Assign service technicians as needed
Train Hotline engineers on service/ change orders to systems
Keep abreast of Technical changes in the BEUMER Product Business line of products via ECNs and technical bulletins
Resolve customer problems/questions in an expeditious and tactful manner
Be responsible for the resolution of warrantee issues related to technical service department
Travel to customer sites routinely
Support all divisions for demo equipment testing as required
Attend meetings and training sessions as required
Conduct training in house or at customers sites
Perform other related duties as assigned
Qualifications
High School Diploma or Equivalent as well as technical training related to the Product Business Disciplines
5 years field service experience in related division. Technical Service/Technical Sales experience a plus
Excellent verbal and written communication skills Customer support attitude.
Bilingual-Spanish and/or German
Electrical Controls prior experience
Ability to interpret mechanical and electrical drawings
Problem resolution skills
Safety minded
Service mindset, customer focus
Electrical controls
S7 and AB PLC knowledge
Not required
Additional Information
Commitment Required
Able to set and meet goals; sincere care for others; overwhelming desire to win and to be part of a winning team; able to travel.
All your information will be kept confidential according to EEO guidelines.
BEUMER Group is an international manufacturing leader in intraTransportation and Logistics in the fields of conveying, loading, palletizing, packaging, sortation, and distribution technology. BEUMER Group offers the right solution for almost every logistic challenge. We are a family owned, intraTransportation and Logistics leader, where tradition and innovation go hand in hand. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!
Job Description
Supervisory Responsibilities:
Develop, plan, and implement all scheduling of technical on-site visits. Generate sales of maintenance and hotline contracts as well as Spare parts
STRONG Customer telephone support Tiered support of Hotline.
Manage unresolved issues for Hotline Dept requiring intervention
Monitor and follow-up on all outstanding service issues- ensuring customer satisfaction is handled in a timely and professional manner
Oversee handling of service and maintenance reports and ensure submissions are in a timely and professional manner
Ensure Customer Support Field Service personnel have the knowledge and skills to effectively and efficiently resolve customer issues
Manage the performance and overall activities of the service technicians
Develop and implementing technical support strategies to continuously improved support.
Ensure team works in a safe manner
Keep management apprised of ongoing service-related issues
Maintain effective relationship with main office and customers
Supervise administrative details of all Service team members
Technical Services:
Work side by side with team members with regards to execution of service, change orders, warranty compliance, sales of aforementioned points as well as generate spare parts leads.
Generate risk assessments of existing post sales customers to determine feasibility of future contracts, change orders, spares, etc.
Perform customer service duties including answering customer inquiries via mail, *in person, and telephone regarding problems with equipment or need for maintenance
Assign service technicians as needed
Train Hotline engineers on service/ change orders to systems
Keep abreast of Technical changes in the BEUMER Product Business line of products via ECNs and technical bulletins
Resolve customer problems/questions in an expeditious and tactful manner
Be responsible for the resolution of warrantee issues related to technical service department
Travel to customer sites routinely
Support all divisions for demo equipment testing as required
Attend meetings and training sessions as required
Conduct training in house or at customers sites
Perform other related duties as assigned
Qualifications
High School Diploma or Equivalent as well as technical training related to the Product Business Disciplines
5 years field service experience in related division. Technical Service/Technical Sales experience a plus
Excellent verbal and written communication skills Customer support attitude.
Bilingual-Spanish and/or German
Electrical Controls prior experience
Ability to interpret mechanical and electrical drawings
Problem resolution skills
Safety minded
Service mindset, customer focus
Electrical controls
S7 and AB PLC knowledge
Not required
Additional Information
Commitment Required
Able to set and meet goals; sincere care for others; overwhelming desire to win and to be part of a winning team; able to travel.
All your information will be kept confidential according to EEO guidelines.