Manager of Technical Customer Care

Industry: Industrial Automation

Location: WI

Job#: 105373


The Digital Customer Care Manager is responsible for the oversight of digital solutions customer service needs. This is an exciting new role  that combines industrial automation with world class mechanical systems. This leader will drive breakthrough change in customer interaction and responsiveness that will lead to improvements specific to our IIOT products and services. This role will also work functionally with our global customer care teams to rollout processes and systems that improve the ease of doing business and drive customer satisfaction.

Key Accountabilities

  •  Communicate and proactively address digital solutions customer issues and needs in partnership with Digital Services team
  •  Working knowledge of troubleshooting connectivity based systems for responsive solutions to customer issues
  •  Working knowledge of new digital solutions concepts that company brings to market to address customer service needs
  •  Partner with digital solutions teams to develop and work with common processes, metrics and customer service standards
  •  Make continuous improvements to automate and simplify the inquiry and selection process, to improve the customer’s experience, minimize response time, and improve our quality and capability.
  •  Recommend changes to digital solutions products or services to fulfill customer needs

Job Requirements

  •  Technical degree required, Bachelor’s Degree preferred (Electronics, Computer Engineering, Electrical Engineering or Mechanical Engineering Technology from an accredited university preferred)
  •  Previous experience in industrial automation products such as PLC or DCS and industrial networking required with experience in power transmission industry preferred
  •  Previous experience with industrial network protocols like Ethernet/IP, Profinet, and Modbus/TCP
  •  Previous customer service experience in power transmission industry is beneficial
  •  Working knowledge of instrumenting equipment with sensors for data monitoring to HMI and cloud-based systems
  •  Working knowledge of network devices like routers, switches, etc. that are used in a networking environment, within a factory facility preferred
  •  Working knowledge of wireless devices and how to integrate them into an industrial network preferred
  •  Strong communication skills to interact verbally and in writing with a variety of internal and external customers
  •  Demonstrated proficiency and computer skills, Windows operating systems, Microsoft applications/spreadsheets, customer relationship management and sales tools
  •  Knowledge of SAP and/or CRM is beneficial

Additional Information