What are the responsibilities and job description for the Customer Care Manager position at Krauss-Maffei Corporation?
TITLE: Customer Care Manager FLSA: Exempt
UPDATED: 3/03/2022 DIVISION: ALL
REPORTS TO: Customer Care Director
Summary
The Customer Care Manager functions as the primary point of contact for Krauss Maffei customers for all service and support related to KraussMaffei equipment. This includes planned and reactive service issues, spare part requests and order fulfillment, warranty / credit claims, root cause corrective action, as well as invoicing and informational updates.
Essential Responsibilities
Function as the Primary Point of Contact for Krauss Maffei Customers
- Be the primary point of contact for Krauss Maffei customers and sales team of a select geographic region for all service and support; including planned and reactive service issues, spare part requests and order fulfillment, warranty / credit claims, root cause corrective action, as well as invoicing and informational updates.
- Take initiative to proactively schedule and plan customer meetings (virtual), engaging with the sales team as needed, to resolve major service & systemic issues that have a duration of 1 – 30 days.
- Independently develop action plans, with specific and measurable commitments.
- Escalate major, systemic problems as appropriate to the Customer Care Director.
- Work with Project Managers and Sales Managers to effectively schedule service engineers to meet customer needs.
- On occasion, travel to the field to support the New Machine Sales and Sales4Service Team.
Follow Standardized Order to Cash Process
- Provide service and spare parts quotations for customers, via the SAP system.
- Work within manpower requirements to maintain an accurate and up to date customer backlog, and utilize Innosoft software to optimize the scheduling and deployment of field service engineers.
- Complete weekly service and spare parts invoicing & cost reviews with customer care team, ensuring accuracy and appropriate allocation.
- Engage cross functional teams as needed when issues arise.
- Lead the Customer Care Team in areas of operational organization, to follow processes that align with the standards of the Digital Solutions and Service group (DSS).
- Monitor and track KMC-DSS KPI’s relative to group’s areas of responsibility, and report out these metrics on a monthly basis to the Customer Care Director.
Manage and Develop Field Service and Spare Parts Team
- Provide direct leadership and management to 15 - 20 field service engineers and 2 - 4 spare parts coordinators.
- Support the training and development of Field Service Engineers (FSE) in accordance with the FSE training matrix and schedule.
- Regularly review the technical capability of technicians and proactively plan training to raise the capability of team.
- Complete proactive performance management, goal setting, and performance reviews of all Field Service Engineers and Spare Part Coordinators under their responsibility.
- Manage and approve all expenses of Field Service Engineers.
Behavioral Performance Expectations
- Lives our Values, Customer Focus, and Manages Conflict – Responds to customer and sales team outreach in timely manner with professionalism, patience, and positivity. Considers opportunity, urgency, and magnitude to assign priority and provides proactive sales and customer facing communication (via email, virtual meeting or in person meeting) that instills confidence and minimizes chaos. Motivates team by recognizing their growth and contribution to KMC.
- Manages Complexity and Ensures Accountability – Works with customer to define complex issues despite incomplete or ambiguous information. Escalates to subject matter experts and involves sales team as needed. Considers lead times, technician and customer availability, as well as strategic business relationships in decision making. Accepts responsibility for successes and failures of own work and the team’s work. Addresses gaps in the workgroup’s ability to meet customer needs.
- Drives Engagement and Directs Work - Has the discipline to follow a standardized order to cash process, as well as the organizational and communication skills necessary to keep multiple open items on task. Identifies internal and external obstacles, and takes appropriate action to eliminate bottlenecks that keep others from following standardized procedures to get work done. Pays attention to the progress of others using the right metrics and indicators; recognizes and takes action when problems or shortfalls occur.
Job Specific Competencies
- Balances multiple active projects simultaneously.
- Works without supervision to collect, organize, and analyze information for use in reporting and decision making.
- Understands equipment function – able to identify equipment functional locations and state general equipment functions.
- Understands parts definition process.
- Can execute standardized order to cash process for parts and service, through SAP and Innosoft.
- Delivers impactful verbal and written communication.
Supervisory Responsibility
This position directly manages employees in the DSS department and is responsible for the performance management, hiring, coaching/mentoring and effective leadership of the employees within the department.
Work Environment
This job operates in a professional office environment in our Florence facility, but may be fulfilled remotely based on circumstance. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines which create low-moderate noise.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to, stand, sit at a computer terminal for an extended period of time, talk, hear, and use hands and fingers to operate a computer and telephone keyboard reach, stoop, and kneel.
- Specific vision abilities required by this job include close vision requirements due to computer work
- Ability to sit at a computer terminal for an extended period of time.
- Light to moderate lifting is required.
- Ability to work in a constant state of alertness required.
Expected Hours of Work
This is a salaried, exempt level, full-time position with standard working days/hours of Monday through Friday, 8am to 5pm with overtime as necessary to complete required tasks. Actual working hours may vary.
Travel
Travel is low, but some out-of-the-area and overnight travel may be expected at request of customer or as a technical aid to the DSS staff or sales force. Travel to Germany or other international locations possible for training/conferences. Anticipated travel is 10%
Required Education and Experience
- Bachelor’s degree in Engineering, Operations Management, or Business Management preferred.
- Associates degree and/or 8 – 10 years of related experience or training, and / or equivalent combination of education and experience may be suitable, based on hiring manager’s discretion.
- Proven track record for working with and motivating others
- Strong experience in management software (i.e.: MS Office, SAP)
Krauss-Maffei Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.