Customer Service and Support Manager

Summary

Join Sputtering Components Inc. as the Customer Service and Support Manager to play a pivotal role in delivering top-notch service solutions that set the global benchmark for rotary cathodes and RAM Bars. You'll be at the forefront, supervising and guiding a dedicated team of Field Service Engineers and Service Technicians. Your leadership will drive excellence in our customer service operations and help us continue our tradition of unparalleled quality and timely delivery. Apply here to join our dynamic team and make a difference every day!

The compenstation range for this position is $90,000 - $127,000.

Job Responsibilities

• Lead customer service and support department 
• Communicates directly with customers on service project status 
• Participates in JDI (Just-Do-It) meetings 
• Participates in 8D process (Process/Product Improvement) 
• Generates service performance reports, able to share with leadership team 
• Request of Engineering/R&D, service team requests (Product Improvement & Tools) 
• Support of Engineering and R&D for specific projects (data collection in the field and internal) 
• Champion the Continuous Improvement Process, support and promote culture 
• Participates in design review and project hand-over meetings (Retrofits)   
• Provides leadership, guidance, and development opportunities to members of the service team 
• Manages and schedules service needs for project installation and commissioning. Provides service resources to address product related issues and provide product training/troubleshooting 
• Works with SCI sales to ensure critical delivery/services 
• Lead Service Team planning and implementing Cathode Lid Retrofits, with Engineering/Controls support team 
• Works closely with SCI Production/ Project Mgt./Scheduling resources, for schedule updates relating to Service (RMA’s and address potential schedule conflicts)  
• Additional technical projects as assigned 
• Ensure customer satisfaction  
• Manage and enforce SCI Channel Partner and SCI remote location best service practices   
• Ensure training and materials are consistent 
• Create Customer Partnership Plans: Follow up 
• Update Service as a Sales Program (identify customers and implement) 
• Closure of customer support issues 
• Work closely with Quality management to ensure top of the line quality products are being shipped for Service Cases 
• Manage customer complaint issues and report 
• Assist sales and engineering in pre-sales activities when needed 
• Must be able to travel up to 40% domestically and internationally 

Qualifications

• 4-year technical degree and 3+ years’ experience in project management 
• Keen attention to detail
• Experience in vacuum technology is a plus
• Be an independant self-starter
• Must have great organizational skills and be able to multi-task across products and sites 
• Proven excellent written, verbal, and presentations skills 
• Proficient in Microsoft Office products (Excel, Word, PowerPoint, Project), Solid works experience a plus 
• Experience with industrial controls and automation is a plus 

Questions? We're happy to help!

Jack Drucker, Regional Recruiter

jack.drucker@buhlergroup.com