[Close] 

Customer Service Manager

Wayne Trail Technologies, a subsidiary of Lincoln Electric, specializes in laser welding, robotic welding and fixturing, press automation, and tube bending/fabricating systems which further strengthens Lincoln Electric?s already strong position as a market leader.

Position Summary:? Supervise overall Customer Service Department activities via direct interface with Service Specialists and Service Technicians

Role qualifications:

  • Must be familiar with Company quality objectives and play an active role in reaching continuous improvement objectives.
  • Focus on Departmental Leadership, Personnel Development, and improving Departmental Performance, Product Quality, and Customer Satisfaction.

Position responsibilities:

  • Determine and maintain appropriate department staff levels, training and skills consistent with business objectives.
  • Determine Service project staffing requirements based on overall project schedule and assign/re-direct resources accordingly.
  • Develop annual departmental budgets and annual Operations objectives, consistent with business planning activities.
  • Responsible for achieving annual Service Department Revenue and Profit Margin targets.
  • Monitor all warranty costs, cause and resolution - with a goal to continually reduce overall warranty exposure.? Summarize and report warranty performance on individual jobs and overall basis
  • Responsible for ensuring Customer Service Department ISO 9001 processes are followed.
  • Develop, maintain, & monitor departmental metrics and take appropriate action based on the results.
  • Work with other Department Managers on a regular basis to identify areas of improvement that will attain higher levels of customer satisfaction.
  • Meet and/or communicate with customers directly, to represent management position when required, for all commercial/technical issues that require resolution during commissioning or warranty period.
  • Develop relationships with engineering service firms for outsourced capacity.
  • Develop relationships with Colleges, Universities, and Recruiting Firms that create a pipeline for recruiting needs.
  • Stay abreast of current technologies.
  • Monitor & evaluate individual staff performance on a regular basis as well as year-end review/appraisals

Essential skills and experience:

  • Bachelor?s Degree in a Technical Field or proven equivalent in experience.
  • Minimum 10 years of general business experience, preferably in Customer Service area.
  • Minimum 10 years of experience in manufacturing and design of industrial automated equipment.
  • PLC / HMI / Robot Programming / Network & Fieldbus / Safety Systems and Integration experience a plus.
  • A commitment to company values with previous team leadership and project management experience.
  • Educational, training, and experience requirements may be modified at the Management Team?s discretion.
  • Experience managing direct reports.

Nonessential skills and experience:

  • Computer proficiency, including spreadsheet, word processing, and project management software.
  • FMEA, Equipment Capability, Safety (OSHA, RIA, ANSI Stds.)

Reporting to this position:? Aftermarket Service Specialist; Aftermarket Parts Specialist; New Equipment Installation Coordinator; Service Technicians

Environmental, Health & Safety (EH&S)

  • Understand the Company?s EHS Policy and how it relates to this job.
  • Be aware of OSHA & EPA laws and regulations as well as the Company?s Plant Rules and Regulations that pertain to this job.
  • Work in a safe and environmentally friendly manner and observe all company EHS procedures.
  • Know that the company EHS procedures are located on the ISO drive.
  • Immediately notify the Supervisor if there is any safety hazard, any equipment not operating correctly, or if there are any questions regarding EHS procedures.
  • Attend required EHS training

Physical demands and work environment:? The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Physical demands:? While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk and hear.?? Be able to climb ladders; lift hand tools approx. 1-15 lbs. in weight to complete machine assembly, parts up to 50 lbs.? Repetition with activity.?
  • Work environment:? The noise level in the work environment is usually moderate to high.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

Lincoln Electric is a $2.5B publicly traded company (NASDAQ) with over 10,000 employees around the world. ?With operations in over 40 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers.?

As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world?s challenges. ?It is a great time to be part of the welding industry!

Lincoln Electric does not accept unsolicited resumes from third-party recruiters. ?Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric. ?Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms. ?Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

Employment Status:?Salary Full-Time?
Function:?Engineering?
Section: ?Wayne Trail Technologies (US76)?

EOE


 

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Contact Center Customer Service Manager 1 - 2n...
Cincinnati, OH U.S. Bank
Customer Service Manager
Columbus, OH Vaco Staffing
Customer Service Assistant Manager
Columbus, OH Max Executives, Inc.
Customer Service & Office Administration Manager
Fairfield, OH Foxtail Foods
Customer Service & Sales Management
Columbus, OH Warrior Energy Company