Customer Support Manager

Job Description

Customer Support Manager — The Person Everybody Calls When a Machine Goes Down

Somewhere in your region, a fabricator just watched a million-dollar laser stop cutting. Their production schedule is on fire. Your phone rings.

What happens in the next ten minutes is you.

You figure out what broke. You know which tech is closest, which one has actually seen this failure before, and which one is already booked solid. You call the customer back before they call you again. You get a plan moving. Then you do it again, for the next one.

We're hiring a Customer Support Manager to run daily field service activity for assigned regions from our Bradley, Illinois headquarters. You'll schedule technicians, drive customer follow-ups, build and run training calendars, and take on department projects from the Customer Service Manager. This is a real seat on a service team that's known in the steel industry for showing up, and it's a step up for someone ready to lead.

You'll fit right in if:

You're the person people call when something goes wrong, and you've noticed that's not an accident.

An angry customer doesn't rattle you. You've talked one down before, and you actually fixed the problem, not just the mood.

You can follow a technical conversation between a technician and a customer, ask the right question, and add something useful. You don't have to be the one holding the meter.

You keep the plates spinning. Schedules, follow-ups, training calendars, half a dozen open projects, and nothing falls off the desk.

Chaos speeds you up instead of shutting you down.

You'd rather own the outcome than pass the ticket.

A sloppy handoff bothers you the way a sloppy weld bothers a fabricator.

What you'll actually do:

Run daily field service operations for your assigned regions. Schedule and dispatch technicians, and know their strengths well enough to send the right one. Follow up with customers before they have to chase you. Build and manage the training schedule that keeps the technician bench sharp. Support the daily work of the call center. Take on projects handed down by the Customer Service Manager and finish them. Sit in the middle of the technicians, the customers, and the machines, and keep all three moving.

What you need:

Communication that holds up under pressure, on the phone and in writing. A positive attitude that survives a bad Monday. Advanced conflict resolution skills, the kind you built by doing it, not by reading about it. Strong Microsoft Office skills. Self-motivation, attention to detail, and organization that doesn't depend on anyone reminding you. The ability to understand technical conversations and give relevant input across a lot of different situations. Real leadership instincts.

And you have to thrive in a fast, agile environment where critical thinking and problem solving are what get you through the day.

Helpful, not required:

Knowledge of the machine tool industry.

Customer service experience in a field service environment.

Prior management experience.

The deal:

Full-time, on site in Bradley, Illinois. Candidates should be based in the Chicagoland area. Compensation is based on experience. This is a career-track seat on a management team that's expanding, with a family-owned company that's been a force in the steel industry for decades.

Benefits:

Competitive salary, milestone incentives, and a 401(k).

Medical, dental, vision, life, and disability insurance.

11 paid holidays, including a full week off at Christmas, plus vacation, sick days, and personal days.

Real training and continued education, so you keep leveling up.

A 24/7 company gym on site, and a café where the company's own executive chef cooks a fresh meal.

Full-time