Cincinnati Incorporated · 1 day ago
Customer Service and Support Manager
Harrison, OH
Full-time
Onsite
Mid, Senior Level
$87K/yr - $126K/yr
5+ years expCincinnati Incorporated is a privately owned industrial machine manufacturer that has been a staple in the fabrication industry since the late 1890s. We are seeking a customer-centric and results-oriented Aftermarket Operations Manager to manage teams delivering a best-in-class customer experience through technical support and proactive maintenance programs while driving revenue growth.
3D TechnologyCADCommercialManufacturingSoftware
No H1B
U.S. Citizen Only
Responsibilities
Actively manage the daily Aftermarket Operations teams providing customer service and technical support, ensuring high levels of accuracy, consistency, and responsiveness
Partner closely with the field service, engineering, supply chain, and operations organizations to identify and resolve issues/bottlenecks, leading to the creation of sustainable process improvements
Take ownership for the implementation, monitoring, and improvement of key performance indicators (KPIs) that provide the highest-quality experience for internal and external customers
Design and implement the necessary training and upskilling programs for customer service, inside sales, and technical support to consistently improve quality, responsiveness, and employee satisfaction
Actively monitor and respond to ongoing CX measurements related to customer satisfaction, customer effort, and promoter score, leveraging surveys and sentiment analysis
Partner with the sales team to develop customer-specific Parts and Service strategies and identify opportunities for new machines and aftersales packages
Support the creation of knowledge management articles and AI-enabled self-support tools
Conduct regular performance reviews, resource planning/scheduling, and other administrative tasks as needed
Qualification
Required
Bachelor's degree in Business, Marketing, or a related field
5+ years of experience in sales operations, sales support, inside sales, or a related administrative role
Strong proficiency with CRM systems such as HubSpot, field service management software, and ERP systems
Proven ability to work in a cross-functional environment, managing multiple projects
Excellent communication, interpersonal, and problem-solving skills, with a customer-first mindset
Fundamental skills in Microsoft Google Sheets / Excel (pivot tables, VLOOKUPs, charts, dashboards)
Aptitude for resolving logistical bottlenecks and complex customer disputes quickly
Ability to build trusted relationships with field technicians and service managers
High attention to detail and commitment to data accuracy
Proven ability to collaborate cross-functionally and build positive relationships with field technicians, support agents, sales, and leadership
Preferred
Experience in industrial manufacturing and working with capital equipment
3+ years of experience in a customer service or call center environment
Basic knowledge of SQL or BI tools (Tableau, Power BI) is a bonus
Leading change within a cross-functional environment
Experience with deploying system to monitor, evaluate, and respond to CX metrics
Benefits
Paid Vacations
Paid Holiday and Personal Days
Medical Insurance (including HSA)
Dental Insurance
Vision Insurance
Accident Insurance
Life Insurance: AD&D
Disability Insurance
Generous 401K Employer Match
Flexible Spending Account
Tuition Reimbursement
Employee Assistance Program
Parental Leave
Company
Cincinnati Incorporated
Cincinnati Incorporated (CI) is a U.S.-based, build-to-order machine tool manufacturer with over 120 years in the industry.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Tim Warning
President & Chief Executive Officer
Summer Lowe
Mechanical Design Engineer COOP
Recent News
2025-07-09
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2025-05-31
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