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Customer Service Manager

Company: NSTAR Global Services
Location: Elgin
Posted on: November 24, 2022

Job Description:

Job Description
Customer Service Manager
Location: Elgin, IL
Position Summary
This hands-on management position will be directing ( and often hands-on executing) all service, spares and training engagements in the North American territory. The manager will supervise field support engineers, spares inventory personnel, provide technical expertise and direction, develop service & spares parts product offerings and training programs. The position requires a deep understanding of electro-mechanical production systems in hi-tech manufacturing environments, trouble-shooting and teaching experience. Besides directing all service engagements, this role also supports our sales staff with technical expertise. Good and diplomatic communication skills are essential, as is a collaborative team approach.

  • Supervises the field service staff and directs all technical and administrative support activities including installation, repair, preventive maintenance and engineering change upgrades performed at our customer sites and our labs.
  • Ensures adequate records and systems are maintained for all service activities.
  • Schedules personnel responding to critical situations.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
  • Maintains communication with design management and specialists in resolving technical problems and/or bringing problems to the design department's attention.
  • Owns and oversees the professional representation of service to the customer.
  • Oversee the inspection and validation of plasma equipment before shipment to customers.
    This Position Is a Good Fit For Someone Who
    • Has good technical knowledge of Electrical/Electronic circuitry and electro-mechanical ( mechatronic) knowledge through a combination of both education and experience.
    • Has managerial skills to organize and motivate staff in remote locations, but also likes to work hands-on and travel.
    • Can communicate effectively and clearly via phone, email or in person across countries and cultures and maintain a calm demeanor in stressful situations.
    • Can pass on knowledge through training and demonstrations.
    • Enjoys working for a smaller/mid-size company with a global reach to nearly all industries.
      Minimum Qualifications
      • Technical diploma or University degree, preferably in ( electrical/electro-mechanical) engineering
      • 10+ years of relevant work experience
      • 5+ years of supervisory service experience
      • Ability to travel frequently including international travel
        Desirable Qualifications
        • Plasma processing equipment experience
        • 10+ years of managerial service experience in a hi-tech industry, preferably semiconductor or adjacent
        • Experience with cross-cultural teams and European engineering departments
        • Military background and leadership experience
          Working Conditions
          • Mainly office environment, with some light duty industrial plant exposure
          • Visits to customer sites to inspect and trouble-shoot equipment
            • Field Service Team Members
            • Spares/Inventory staff

Keywords: NSTAR Global Services, Elgin , Customer Service Manager, Hospitality & Tourism , Elgin, Illinois

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