Customer Support Manager

Since 1917, Globe Machine is a manufacturer of industrial machines, systems, and plants for advanced composites, building products, and pulp & paper.

The Customer Support Manager leads post-sale customer support operations, including new equipment installations, warranty service, field service, parts sales, and ongoing customer relationships. This role partners closely with Sales, Engineering, Manufacturing, and Operations to ensure successful project execution and long-term customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Installations & Project Execution

Manage new equipment and system installations using internal teams and outside contractors

Maintain schedules, budgets, and open issue lists for active projects

Oversee startup, commissioning, and project closeout activities

Track customer satisfaction, project timing, and budget performance

Customer Support & Technical Service

Serve as a technical resource for customers, Sales, and Parts teams

Support customers with troubleshooting, maintenance, upgrades, and service needs

Assist with estimating startup, installation, and service costs

Warranty & Service Operations

Resolve warranty issues and coordinate replacement or modified parts

Prepare quotes for service visits, upgrades, and repair work

Determine billable versus warranty-covered service requests

Parts & Field Service Growth

Lead parts sales and non-project field service operations

Identify upgrade opportunities and additional equipment needs within existing accounts

Support revenue growth while maintaining margin goals and customer satisfaction

Cross-Functional Leadership

Partner with Engineering, Production, Sales, and Leadership teams to improve support processes

Help solve installation challenges and drive continuous improvement initiatives

Other duties as assigned

QUALIFICATIONS:

Bachelor's degree in Mechanical or Electrical Engineering strongly preferred

5+ years of experience in manufacturing, field service, project management, installation, or leadership roles

Strong understanding of mechanical, electrical, hydraulic, pneumatic, and control systems

Ability to read engineering drawings, schematics, and technical diagrams

Experience with AutoCAD and Microsoft Office preferred

Strong leadership, organization, and customer communication skills

Self-directed with the ability to manage multiple priorities in a fast-paced environment