Customer Support Manager

Seco - Troy, MI3.8

Full-timeEstimated: $72,000 - $91,000 a year
SkillsBenefits
Location
Troy, United States of America
Customer Support Manager

Seco Tools is seeking a proven, experienced customer service professional for a Customer Support Manager role based in Troy, Michigan. The role requires working within a team environment from SECO’s headquarters in an office setting, and reports to the Director of Customer Experience.

Seco Tools is a worldwide leading supplier of metal cutting solutions including milling, stationary tools, hole making and tooling systems for a diverse mix of customers in automotive, aerospace, power generation, oil & gas, medical, mold & die, construction and agriculture industries. Learn more at ( www.secotools.com ). Our tools help build planes, trains, automobiles, and everything else around us. Your phone case? The molds are cut and created by our tools. The lenses in the glasses you wear? Cut by our tools. The golf balls you use? Our tools are in the machines that cut the dimples. Your grandma’s knee replacement? You guessed it - our tools cut and shape that metal. The Chicago Bean in Millennium Park was created by our tools. It’s what we do, we’re good at it and proud of it! We make a difference in people’s lives, but we’re not arrogant enough to rest on our laurels or think we have it all figured out. That’s where you come in!

This is a customer-facing leadership position requiring proven experience in customer support, relationship and project management, business development, problem resolution, people management and business unit leadership. The chosen candidate will initially oversee two supervisors and 5-6 customer support representatives. The expectation of the team is to grow in size over the next few years to continually add support and resources to our outside and inside sales teams. Industry related experience in the manufacturing, metalworking, tooling and/or production environment is a plus (although not required), but a proven history of developing and growing a customer-facing team is a must.

Role Requirements

The role requires a self-directed, results-oriented customer service visionary with strong leadership, interpersonal, and communication skills. The four key areas of responsibility fall under Leadership, Customer Service, Account / Relationship Management and Strategy. (Travel is as needed but is expected to be less than 20 %.)

Leadership

Provides support to and direct the day to day operations of the Customer Support Team to ensure productivity, accountability, and upward mobility.
Establishes and ensure reasonable workloads promoting team members strengths while supporting and mentoring through gaps.
Creates and implements training programs, including onboarding, core competencies, continued education, etc.
Conducts responsibilities related to employee selection, termination, disciplinary action, scheduling, and performance evaluation.
Maintains costs / expenses for organization within a budget.
Customer Service

Promotes the Customer Service “One Call” Philosophy.
Strong emphasis on team dynamic and relationship building.
Focuses on being a solutions provider in a proactive matter.
Finds value add support for our outside sales organization.
Account / Relationship Management

Works with demand planning & logistics to proactively ensure on time delivery of key products.
Maintains and supports key accounts and contacts.
Contacts internal functions, as required, to obtain information relative to customer’s requests and needs.
Strategy

Identifies work that can maximize our support to achieve the best customer experience possible.
Utilization of analytics and metrics as well as industry expertise to support decision making.
Continuously proposes improved methods to improve the customer experience model.
Top Performers

Top performers are considered those that are reliable and put the best interests of SECO and its customers above all else. This person enjoys building relationships and helps others understand the value in doing so. They understand that a leader’s journey is rarely perfect, and they’ll have a degree of resilience while working through short-term setbacks. A top performer understands that taking risk in the interest of a great customer outcome is essential. They would understand that anything customer-facing touches many verticals within SECO and they’d be sensitive to decision-making impact. A top performer would be a visionary. They would understand how to delegate, coach, and instill a sense of urgency in a team while not losing sight of where that teams needs to be in 1,3 or 5 years from now.

Benefits & Compensation

Seco Tools offers a highly competitive base salary and performance-based incentive program and generous benefit package that includes life, health, and dental insurance, paid vacation and holidays, and a 401(k) retirement savings plan.

Seco Tools

For over 80 years, Seco Tools has been more than just a cutting tool provider, developing and supplying the technology, processes and support manufacturers depend on to maximize productivity and profitability. We work together with our customers to identify and implement the best solutions for their needs. Seco Tools, LLC is located in Troy, Michigan with its global Headquarters in Fagersta, Sweden.

The corporate culture empowers employees through the shared values: Passion for our customers, Family Spirit, and Personal commitment. Seco Tools has presence in more than 50 countries and employs about 5000 people.

Seco Tools, a subsidy of Sandvik is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at hrsolutions.us@sandvik.com. Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

Notice to Third Party Agencies

Please note that Seco Tools does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, Seco Tools will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, Seco Tools explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Seco Tools.