Customer Service Manager

Customer Care Manager - Capital Equipment / Packaging Machinery📍 ***** [Atlanta] An international leader in industrial equipment solutions is seeking a Customer Care Manager to support its growing After Sales operations. This role is critical in managing customer requests related to technical issues, emergencies, and troubleshooting, ensuring high levels of responsiveness and service throughout the equipment lifecycle.As the key interface between customers and internal technical teams, youll coordinate interventions, follow up on service delivery, and ensure customer satisfaction"”always with a strong focus on Health, Safety, Security & Environment (HSS&E).Key **Handle and prioritize incoming customer calls, assess technical needs, and coordinate appropriate support actionsManage service requests from creation to resolution, working closely with Planning and Product Support teamsTrack non-conformities and lead resolution processes, ensuring clear communication with the customerSupport field service engineers during onsite interventionsEnsure accurate and timely creation of sales and service ordersDeliver technical reports and coordinate audits (diagnostic visits, ECO audits, line audits)Organize preventive maintenance and emergency interventionsOversee warranty cases and ensure procedural compliance by all team membersMaintain ongoing communication with Supply Chain, Sales, and Marketing teamsProfile & **Bachelors degree or equivalent; business or technical education is a plusFluent in English; knowledge of Italian or French is a strong asset5+ years' experience in After Sales or production environments within capital equipment or packaging sectorsStrong technical knowledge of production equipment or complete line systemsCustomer-focused with excellent communication, problem-solving, and organizational skillsAble to manage multiple priorities and work autonomously in a dynamic environment

Created: 2025-06-27