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Addverb · 1 day ago

Customer Care Manager (Site Manager)

Louisville, KY

Full-time

Onsite

Senior Level

5+ years exp

Addverb is a company focused on providing exceptional customer care and technical services. The Customer Care Manager (Site Manager) will lead a team to ensure best-in-class service for customers, manage service contracts, and optimize support processes.

Industrial AutomationInformation TechnologyLogisticsRobotics

Hiring Manager

Allen Anca

Responsibilities

Collaborate with Director of Customer Care & VP of Projects to support the after-sales strategy for Addverb and implement the same through objectives (targets), policies and initiatives to increase revenue & profitability for Addverb and improve customer satisfaction and loyalty

Develop and optimize support and service processes, tools, and systems. Also align with the internal team for regular audits of systems as per standards and needs to retain our ISO certification compliances

Negotiate, finalize, renew, and monitor service contracts with customers and partners to ensure smooth operations of automation equipment deployed at the customers sites

Build & manage customer relationships to capture feedback and improve customer satisfaction levels

Collaborate with cross-functional teams such as supply chain, purchasing, design, production, quality, product development, projects etc. to resolve issues and improve product/service quality and customer satisfaction

Manage the mechanism for timely escalation of open issues and resolve escalations on priority basis to ensure high customer morale and satisfaction

Work closely with the global after-sales team to ensure proper support is provided to the client at all times

Develop, train, and motivate the after-sales team to achieve business objectives and targets while creating an inclusive and beneficial work culture

Ensure that all the above responsibilities are achieved with the relevant safety standards being applied in all situations

Schedule preventive and breakdown maintenance, and document and track maintenance records in CMMS

Manage customer spare parts and reorder parts as needed to maintain a minimal threshold of spare parts

Provide system health evaluation and analyze performance against established KPI

Data mining as needed to identify top maintenance issues that need the most attention

Provide weekly and monthly reports to the customer and stake holders

Qualification

Mechanical EngineeringElectrical EngineeringMechatronics EngineeringComputerized Maintenance Management SystemsRoboticsWarehouse AutomationLogistics AutomationPerformance ManagementTroubleshootingRoot Cause AnalysisCustomer CentricityAnalytical SkillsTeam ManagementCommunication SkillsProblem Solving