Customer Service Manager

Date: Nov 19, 2022

Location: Gaithersburg - Maryland, US, 20878

Company: Heraeus

Customer Service Manager
Location Gaithersburg - Maryland
Full Time

Imagine a job where you will have the opportunity to do exciting and challenging work while collaborating with extraordinary colleagues. A company that invests in you and your career, providing the training, mentoring, development, and support you need to be successful now and in the future. If you want a career without limits with a market-leading, family-owned, global company where you can make an impact, then imagine an opportunity at Heraeus. Every day, our worldwide team of around 14,800 employees brings forward new ideas and solutions that are impacting and transforming everything from healthcare and renewable energy to e-mobility, high-tech, and telecommunications.


 We have an exciting opportunity in Gaithersburg, MD for a Customer Service Manager who has experience in industrial manufacturing.  This position is responsible for leading and directing all client facing support functions, which include an in-bound call center and a team of field technicians who provide service to our UV Curing systems.  Your goal will be to provide outstanding service to all HNA clients by developing effective procedures, implementing loyalty programs, and setting satisfaction goals.  To qualify for this role, the ideal candidate will have proven experience in working in manufacturing as a manager of either a customer support team and/or technical service department.


Your role and Responsibilities: 


  • Creation of quotes, review of purchase orders, order entry and maintenance, management of websites and portals, and resolving client issues.
  • Supervise and oversee administrative and operations daily functions within the service department.
  • Respond to service requests and escalations in a timely manner. 
  • Responsible for all Talan ERP system related Service items, reports, and ERP modules (Visual Manufacturing).
  • Create effective service procedures, policies, and standards. 
  • Create and revise technical data sheets and technical literature and take a lead role in communicating to customers new technical developments.
  • Develop customer satisfaction goals and coordinate with service teams to consistently attain.  
  • Maintain accurate records and processes for documenting service activities and discussions. 
  • Build key relationships with customers and ensure compliance and communication of contractual obligations
  • Assess service statistics and prepare detailed reports on findings. 
  • Hire, onboard, and train new service support personnel in the ways of the company. 
  • Manage approved budget for the service department. 


What is Required for this Role?


  • Bachelor's degree in chemistry or appropriate training with curing coats, inks and chemistry, or other relevant technical degree.  
  • 5+ years of experience in customer service and/or technical service management with a manufacturer involving electrical or electronic equipment in an industrial application.
  • Skilled and knowledgeable in customer relations.
  • Experience with ERP/CRM (SAP and Microsoft Dynamics required) systems and related customer service processes.
  • Must have good leadership skills and strong interpersonal, intercultural and communication skills.
  • Willingness to travel up to 50% of the time.



Nearest Major Market: Washington DC