An international manufacturer of industrial injection molding machinery is seeking a Technical Support Manager near Itasca, IL to oversee customer support operations for their Machine Tools department. Ideal candidates will have prior experience with the installation, maintenance, and upkeep of industrial-grade injection molding machinery on customer sites. A valid passport and driver’s license with good driving record are required. This is a direct-hire position and offers a competitive salary and excellent benefits, including medical, dental, vision, and life insurance and 401(k).
Job Responsibilities
Oversee all customer inquiries received via multiple channels and ensure proper prioritization, triage, and resolution of issues in a timely manner
Establish standards for customer communication, service levels, and program pricing and define processes for evaluation
Track performance of department operations and implement improvement initiatives for efficiency, quality, etc. as needed
Source and manage third-party service contractors and repair providers and negotiate pricing, service agreements, and standard expectations
Take leadership on design and implementation of new repair and exchange programs and work with other internal departments to support execution
Work in collaboration with other internal teams—Product Management, Service, Engineering, Quality, etc. on escalations when necessary
Develop training materials and other customer-focused training materials, reviewing and refining regularly to ensure effectiveness
Handle customer cases personally as needed
Other duties, as necessary
Numbers & Facts
Location
Elk Grove Village, IL
Job Type
Full-time, Employee
Industry
Other/Not Classified
Salary
$80,000–$95,000 Per Year
Headquarters
Atlanta, Georgia, US
Website
https://activ8usjp.com/
Qualifications
Minimum 5 years of management experience in technical support service
CRM case management workflow experience and the capability to process cases
Prior experience with the development and delivery of training programs for technical support
Prior work with external service providers and third-party contractors
Proven customer service skills, with a professional demeanor
Excellent communication skills, both written and verbal, and the ability to effectively communicate detailed instructions
Strong technical aptitude and the ability to learn the full product lineup for best support
Fluent in Microsoft Office applications—Excel, Word, Outlook, etc.
Highly organized and able to work effectively with shifting priorities and handle multiple tasks simultaneously
Able to work effectively with minimal supervision in a fast-paced environment
This position is in an office work environment. While performing the duties of this job you may be required to intermittently sit, stand, walk, lift up to 25 pounds, lift in excess of 25 pounds with a lift assist, climb stairs, use hands to handle or feel parts/equipment, reach with hands and arms, stoop, kneel, crouch, bend at the waist, talk and hear. You may also be required to use close vision, distance vision, color vision, depth perception, and peripheral vision.
Benefits
Paid Time-Off, Life Insurance, 401K Match, 401K, Medical, Dental, Vision
About Company
Activ8 Recruitment & Solutions / Renaissance Resources Inc. has been a trusted leader in North American recruiting for Japanese businesses for over 26 years. We specialize in connecting top talent with companies in the Automotive, Electronics, Food & Beverage, Logistics, Manufacturing, Oil & Gas, Banking & Finance, and Entertainment industries. Our client-focused approach ensures that we understand your unique needs, whether you’re a company seeking skilled professionals or a candidate looking for the right career opportunity. By working closely with each individual, we provide tailored solutions that drive success.
We screen ALL Candidates to verify the validity of each applicant's provided information. Upon submitting your resume, we will contact only those candidates that we deem qualified for our client. If we do not contact you, we do not see the fit for the position. If we are unable to reach you in a reasonable timeframe, you will be eliminated from the pool of potential candidates.
We prioritize direct applicants; third-party resumes may not be reviewed.