Kensington360 · 1 week ago
Customer Care Manager (Service & Support)
Kentucky, United States
Full-time
Hybrid
Mid, Senior Level
$110K/yr - $110K/yrKensington360 is a global industrial equipment manufacturer seeking a Customer Care Manager to be the primary point of contact for customers in service and support. This role involves owning the customer experience for service issues and leading a field service and parts coordination team.
EmploymentRecruitingStaffing Agency
Hiring Manager
Jordan King
Responsibilities
Serve as the primary contact for a defined customer region and internal sales partners
Proactively plan customer meetings to resolve major service or systemic issues (typically 1–30 day duration)
Create action plans with measurable commitments and escalate major issues when needed
Coordinate with internal teams to ensure timely, confident customer communication
Provide service and spare parts quotations via ERP (SAP)
Maintain accurate backlog visibility and optimize scheduling/deployment using workforce/scheduling tools
Lead weekly invoicing and cost reviews; ensure accuracy and appropriate allocation
Monitor KPI performance and report metrics to leadership monthly
Directly lead field service engineers (approx. 15–20) and spare parts coordinators (approx. 2–4)
Drive training and capability development (training matrix/schedule)
Own performance management, goal setting, reviews, coaching, and approvals (including expenses)
Qualification
Required
Proven experience owning customer service/support outcomes in a technical/manufacturing environment
Leadership experience managing and motivating teams; strong accountability and prioritisation
Comfortable working across service issues, parts, invoicing, warranty/claims, and corrective actions
Strong systems aptitude (ERP/CRM; SAP experience preferred) and Microsoft Office proficiency
Confident communicator able to manage complex issues with incomplete information
Preferred
Bachelor's degree preferred (Engineering, Operations, Business) or equivalent combination (e.g., Associate + significant relevant experience)
Company
Kensington360
Our job is simple. To match world-class talent with global companies in Advanced Manufacturing and Industry 4.0.
Founded in 2014
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Phillip Hodson
Co-founder and Chief Executive Officer
Company data provided by crunchbase