Customer Service Manager
- TEST-FUCHS Corporation
- USA, Ohio, Brecksville
Your job with at vision at TEST-FUCHS
We are a leading, global provider of aerospace test equipment for civil and military applications. Founded in 1946 in Austria, the third-generation family business has grown into an international operation with over 650 employees at 12 locations worldwide. The company places a strong focus on custom design, engineering and manufacturing. Management values, supports and empowers employees to succeed and make a difference in the aerospace industry.
We provide aerospace test equipment for aircraft production as well as component manufacturing and aftermarket MRO solutions. Besides that, TEST-FUCHS plays a unique and important role in aircraft ground support equipment for the airline industry.
Our location in Brecksville, Ohio (founded in 2017) currently employs around 20 highly qualified employees and offers plenty of room for further growth and personal development.
We provide aerospace test equipment for aircraft production as well as component manufacturing and aftermarket MRO solutions. Besides that, TEST-FUCHS plays a unique and important role in aircraft ground support equipment for the airline industry.
Our location in Brecksville, Ohio (founded in 2017) currently employs around 20 highly qualified employees and offers plenty of room for further growth and personal development.
Responsibilities
- Development and expansion of the service department and management of the service team
- Creating an optimal structure and processes to ensure leading customer service
- Definition of key performance indicators (KPIs) for the technical customer service team and regular monitoring and adjustment to assess the performance and productivity of the team
- Identify areas for process improvement and implement efficient solutions to maximize customer satisfaction
- Efficient resource planning necessary to fulfill all customer service requirement, including personnel, equipment and materials
- Maintain and update technical documentation, such as user manuals and troubleshooting guides, to help customers and internal teams alike
- Preparation of quotations for service, maintenance and calibration
- Work closely with other departments and the company in Austria, including engineering, sales and quality control, to solve technical problems and improve overall product quality
- Collect, analyze and document customer feedback to identify trends, areas for improvement and opportunities to enhance the customer experience
- Personal contact and sporadic visits to customers, as well as personal intervention in escalation situations
- Develop training programs for the Technical Service Engineers and ensure that they are up to date on the latest product information and customer service techniques
Qualifications
- Proven experience in technical customer service or a similar position in the engineering industry
- Strong leadership and team management skills
- Excellent communication, interpersonal and problem-solving skills
- In-depth technical knowledge of machines and related systems
- Familiarity with customer service software and tools
- Results-oriented and customer-oriented mindset
- Thinking in terms of continuous improvement and process optimization
- DACH region background with several years of US experience
- English language skills at business level
- US Citizenship or US Permanent Resident
- Experience in the aerospace segment or with test stands, US Military, MRO Aftermarket is an advantage
Benefits
- Health and dental insurance, vision care
- Life and AD&D insurance
- Short term and long term disability insurance
- Paid time off (PTO), paid holidays and flexible working hours
- 401(k) retirement plan
- Extensive initial training at headquarter in Austria
