Customer Support Manager

Celebrating our 82nd year Martin Engineering is a privately owned global manufacturing company located in Neponset IL. A leader in our industry we believe it is our people who are responsible for our SUCCESS. Our culture is unique; we want our employees to arrive to work happy and leave for the day feeling that same way. We are united we know we are better together. We strive to deliver superior service to all of our customers both internal and external. If you share our values please continue reading to find out what we are looking for in a Customer Support Manager in our Neponset facility.

The Customer Support Manager is responsible for leading the day-to-day operations of Reception and the Customer Support Department. This role ensures processes procedures communications and training are established to support the successful performance of the customer service and switchboard functions. The Customer Support Manager ensures customer satisfaction both internal and external.

Specific Responsibilities:

• Develops and implements procedures to ensure the effective and efficient operation of the CS department. Manages the Customer Support personnel in the successful performance of their duties including recruitment of qualified personnel performance management training scheduling billing corrective action etc.
• Ensures processes related to contract review export compliance and other policies/procedures are followed within the department.
• Develops and monitors programs and procedures and gathers and analyzes data to ensure on-time delivery and customer satisfaction. Recommends to customers the appropriate Martin product for specific applications; expedites customers orders.
• Effectively communicates with and works with other departments on projects and customer needs including special pricing agreements.
• Drives culture change to instill focus on Lean Enterprise and continuous process improvements throughout the assigned sales area.
• Consults with Product Managers and Technical Support Specialists on customers application problems.
• Writes engineering requests.
• Communicates with customers in person and via phone mail and fax of appropriate applications pricing delivery schedule etc.
• Communicates new applications and products to customer support personnel via appropriate training and news bulletins.

Education Experience & Training:

• Four-year degree in engineering and/or business management or equivalent preferred.
• 3 5 years of prior work-related experience.
• 1 - 3 years of supervisory experience.

Benefits and Perks - just to name a few..............

• Medical
• Dental
• Vision
• Prescription
• Flexible Spending
• Dependent Care Reimbursement
• Company Paid Life Insurance
• Company Paid Short-term & Long-term Disability
• 401k - with less than 30-day enrollment no vesting schedule & generous company match!
• Onsite Medical Clinic free of charge to employees & dependents enrolled in our healthcare plan.
• Onsite Cafe
• Onsite Fitness Center
• Generous vacation package
• Tuition reimbursement
• Martin Annual Rewards Program (bonus opportunity)
• Casual dress policy
• And much much more..............

Want to know more about who we are Check us out at .