Customer Care Manager
$204,464,000–$357,760,000 year
HybridRogers, Minnesota, United States
Job Summary
Oversee after-sale support operations for customers, distributors, and OEMs by analyzing warranty trends, customer complaints, and inquiry patterns to identify product quality issues. Manage the technical assistance team, including hiring, training, and mentoring specialists, while establishing and reporting performance metrics. Direct the warranty claims process, enforce warranty policies, and lead corrective action projects to resolve non-typical technical issues and prioritize root causes. Collaborate with engineering, manufacturing, and sales to implement preventive actions, authorize sales policy payments, and coordinate product stop shipments. Provide historical data for new product development and sponsor process improvement initiatives to maintain departmental service levels.
Required Qualifications
- Bachelor's degree in Business or related field
- 7+ years of combined experience in Technical Assistance, Product Development and/or Product Services
- 2+ years of team leadership experience
- Experience managing after-sales support functions, such as warranty administration, customer support, and quality assurance
- Skilled in reviewing warranty data, customer complaints, and inquiries to find root causes and take corrective actions
- Familiarity with creating and refining service training programs and resources to meet both customer and business needs
- Able to work well with cross-functional teams, such as product development, quality assurance, and sales, to develop customer-focused solutions
- Strong communication skills for working with customers, internal teams, and management
- Global industrial manufacturing experience and knowledge
- Applicants must be legally authorized to work in the United States
- This role is not eligible for immigration sponsorship now or in the future (e.g., H-1B, TN, F-1 OPT)
Desired Qualifications
- MBA or Master's degree preferred
- Excellent leadership skills
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