JBW Customer Service Manager Job LocationUS-MI-Novi# of Openings 1 Company Division WEBB Overview
Jervis B. Webb Company is a subsidiary of Daifuku North America Holding Company (daifuku.com/us/), a group company of Daifuku in Japan - the largest material handling company in the world. Our advanced systems move everything from car bodies at auto plants to luggage at airports to packaged goods at warehouses. We are known as experts in engineering, manufacturing and servicing innovative automated materials handling systems including conveyors, automatic guided vehicles, automated storage & retrieval systems, and integrated controls.
The company is currently seeking an experienced Customer Service Manager.Responsibilities
Customer Service Manager
Position Summary/ Primary Purpose
The Customer Service Manager reports to the Vice President and is responsible for setting and implementing the vision for the customer service team to ensure customer satisfaction. The primary objective of this position is to ensure Daifuku is meeting Customer Expectations100% for post installation support and services.
Major Areas of Responsibility
•Manage the Customer Service team to deliver aftermarket service, customer support, warranty management, and technical documentation.
•Establishing positive Customer relationships to have a clear understanding of their needs.
•Exceptional internal communication skills to ensure the Daifuku Team has a clear understanding of and enthusiastic commitment to our Customer’s needs.
•Cultivate positive relationships with internal company Engineering Managers and Engineering personnel to ensure positive support for optimal Customer operation and equipment uptime
•Collaborating with the Technical Service Team responsible for quickly and effectively resolving aftermarket operational issues, and timely and thorough Case closeout information
•Establishing, supporting, and renewing Customer service agreements.
•Develop and provide technical reports and critical customer satisfaction tracking analytics for establishing KPIs and performance results.
•Support the company’s efforts in the sales of service support contracts and preventative Health Checks to customers, including the execution of upgrades and modifications.
•Contributes to team effort by accomplishing related results as needed.
•This position requires availability to travel. Travel time would be less than 50%.
Knowledge, Skills & Abilities
•Demonstrated ability to interact in a constructive, positive and patient manner with Customers during intense or difficult situations.
•High sense of urgency to effectively and relentlessly resolve Customer problems both external and internal
•Engineering and Technology — Knowledge of the practical application of engineering science and technology.
•includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
•Willingness and flexibility to accept calls and promptly deal with issues after standard work hours and/or weekends (if/as needed).
•English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
•Ability to work alone, be a self-starter with minimal management and manage one’s own time and the time of others.Qualifications
Education & Experience
•Bachelor’s degree in engineering, technology or equivalent experience.
•5+ years of Material Handling Automation Customer Service experience.
•Value Added Products, Solutions, and Services negotiation and sales experience.
•Ability to operate Microsoft software based computer system and Salesforce,com CRM
•Direct knowledge of Daifuku Group provided equipment, preferred.
Demonstrated Physical Abilities
Ability to traverse around and through Customer facilities, including ladders, stairs, and long distance in production environment. Operation of computer and other productivity machinery; inspect documents; communicate with others through talking/hearing; read/identify/assess forms and correspondence. Ability to travel by flight is required.
Jervis B. Webb Company is an Affirmative Action/Equal Opportunity Employer/Veterans/Disabled, and federal sub/contractor. All qualified applicants will receive consideration for employment without regard to their race, color, religion, ancestry, national origin, , orientation, gender identity, age, disability, protected veteran status, marital status or medical condition. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please call 248-553-1000.
Jervis B. Webb offers an excellent compensation package including great benefits such as excellent medical, vision, and dental insurance, paid vacation time, paid sick time, and paid holidays, 401K, Flexible Spending Programs, and more
At this time our company only receives applications online. If you need assistance applying online to this position, please call 248-553-1000 and leave a message and your call will be returned.
Daifuku America Corporation is an Affirmative Action/Equal Opportunity Employer, and federal sub/contractor. All qualified applicants will receive consideration for employment without regard to their race, gender, religion, ancestry, national origin, , orientation, age, disability, marital status, veteran status or medical condition.
