Since 1917 Globe Machine is a manufacturer of industrial machines systems and plants for advanced composites building products and pulp & paper.

The Customer Support Manager leads post-sale customer support operations including new equipment installations warranty service field service parts sales and ongoing customer relationships. This role partners closely with Sales Engineering Manufacturing and Operations to ensure successful project execution and long-term customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Installations & Project Execution

• Manage new equipment and system installations using internal teams and outside contractors
• Maintain schedules budgets and open issue lists for active projects
• Oversee startup commissioning and project closeout activities
• Track customer satisfaction project timing and budget performance

Customer Support & Technical Service

• Serve as a technical resource for customers Sales and Parts teams
• Support customers with troubleshooting maintenance upgrades and service needs
• Assist with estimating startup installation and service costs

Warranty & Service Operations

• Resolve warranty issues and coordinate replacement or modified parts
• Prepare quotes for service visits upgrades and repair work
• Determine billable versus warranty-covered service requests

• Lead parts sales and non-project field service operations
• Identify upgrade opportunities and additional equipment needs within existing accounts
• Support revenue growth while maintaining margin goals and customer satisfaction

Cross-Functional Leadership

• Partner with Engineering Production Sales and Leadership teams to improve support processes
• Help solve installation challenges and drive continuous improvement initiatives
• Other duties as assigned

QUALIFICATIONS:

• Bachelors degree in Mechanical or Electrical Engineering strongly preferred
• 5 years of experience in manufacturing field service project management installation or leadership roles
• Strong understanding of mechanical electrical hydraulic pneumatic and control systems
• Ability to read engineering drawings schematics and technical diagrams
• Experience with AutoCAD and Microsoft Office preferred
• Strong leadership organization and customer communication skills
• Self-directed with the ability to manage multiple priorities in a fast-paced environment

Required Experience:

Manager