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Customer Service Manager
Location : Woburn, MA, United States
Job Family : Customer Service
Job Type : Regular
Posted : Apr 2, 2025
Job ID : 56089
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Job Description
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PARKER CHOMERICSis a global leader of engineered material solutions for EMI shielding and thermal management of electronic devices. Headquartered in Woburn, MA, we are a leading division of Parker Hannifin, a global Fortune 500 company (NYSE: PH). Our sales, applications engineering, and manufacturing teams enable our global customers to provide cutting edge electronics for many markets. Our products empower the next generation of 5G telecommunications gear, autonomous vehicles, and advanced defense technologies.
Our dynamic workplace challenges our team to think differently and be thought leaders in the industry. We strive to make a positive impact on the lives of our employees by establishing an inclusive, caring and friendly work environment. We encourage the continued education and skill development of our teams and offer advancement opportunities at a global division. If you’re looking for a fast paced, collaborative environment where you can be at the cutting edge of technology Parker Chomerics is for you.
Responsible for leading the customer service department to create the highest sustainable level of customer satisfaction, and operations of products for all customers, distributors and international affiliates; The role will support all aspects of technical, and non-technical customer service to promote growth, profitability, and customer performance targets.
Post-Order Customer Service: responsible for leading all aspects of non-technical customer service including order management process, due dates/delivery, basic non-technical support, warranties, defects, applications, installations, diagnostics, and trouble shooting
Technical Services: responsible for leading technical aspects of customer service that can be provided over the phone, including defects, applications, installation,diagnostics, and troubleshooting; Responsible for transition of technical questions that cannot be handled over the phone to the technical service manager
Inside Sales: responsible for team of individuals who are taking orders from customers and selling basic components; order management lead time
Service & Repair: responsible for leading a team of individuals provide on-site customer repairs or commission startups; responsible for on-site work, whether repair, warranty or general problem solving for components and/or complete systems
Warranty & Contract Management: responsible for the management of all customer warranties and contracts; depending on the size and customer base customer service manager can have a warranty team or a contract team, If not of sufficient size warranty & contracts sit within other teams
Customer Service Strategy: responsible for leading the customer service strategy, annual goal setting and action plans for multiple customer service teams
Customer Service Metrics: responsible for ensuring monthly tracking and reporting of customer service metrics including response time, call code analysis, customer location analysis, and quantity of calls analysis
Product Modifications: record and analyze customer complaints and needs; partner with Technical Services Manager to share, organize and drive design and engineering changes based on customer calls, needs, and problems
Strategic Marketing: record and analyze customer complaints and needs; partner with Market Managers to determine customer needs
Compliance & Process: respond to special financial requests and analysis and communicate potential problem areas; conduct financial reviews/analysis as requested
Customer Interface: responsible for exceeding expected levels of customer service by ensuring all issues are resolved by agreed upon date; responsible for regular customer interface via customer visits, involvement in Customer Advisory Boards, and other customer events
Customer Service Leadership: responsible for the recruitment, selection, and development of customer service team members; responsible for near term performance management process and long-term talent management of team members
6+ years of experience in Customer Service, with at least 4 or more years of experience in a leadership role required
Previous work experience ideally includes experience in Customer Service Management
4-year university degree with a focus in Business Administration, or related areas of study required
Master's degree in Business Administration, or related areas of study preferred
Must be a US citizen or US permanent resident
Skills & Competencies
Possess analytical and technical skills required to understand business practices and recommend proper opportunities.
Must have functional understanding of cost accounting and adopt to practical application.
Excellent written, verbal, and interpersonal communication skills for effective interface with all internal and external contacts
Must be an innovator and embrace lean enterprises principles and practices
This position is subject to meeting U.S. export compliance and/or U.S. Government contracting citizenship eligibility requirements.
Parker Hannifin is a Fortune 250 global leader in motion and control technologies. For more than a century the company has been enabling engineering breakthroughs that lead to a better tomorrow. Learn more at www.parker.com or @parkerhannifin.
Parker is an Equal Opportunity and Affirmative Action Employer. Parker is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job related reasons regardless of race, ethnicity, color, religion, sex, sexual orientation, age, national origin, disability, gender identity, genetic information, veteran status, or any other status protected by law. This position is subject to meeting export compliance eligibility requirements.
(“Minority / Female / Disability / Veteran / VEVRAA Federal Contractor”)
If you would like more information about Equal Employment Opportunity as an applicant under the law, please go toKnow Your Rights: Workplace Discrimination is Illegal (eeoc.gov) (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights-ScreenRdr.pdf) andGenetic Information Discrimination (https://www.eeoc.gov/genetic-information-discrimination)
Drug-Free Workplace
In accordance with Parker’s policies and applicable state laws, Parker provides for a drug-free workplace. Therefore, all applicants seeking employment with Parker will be subject to drug testing as a condition of employment.