BE PART OF A MANUFACTURER LIKE NO OTHER.

When you work with the world's most innovative companies, you know you're making a difference. Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next fabrication breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to BLM GROUP USA for our expertise, deep network and nearly sixty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising BLMers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at BLM GROUP USA and be part of bringing our clients' world-changing ideas to life. At BLM, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities BLM GROUP serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization.

Job Title: Customer Service Supervisor, ADIGE SYS Laser Products

Department: Service

FLSA Status: Exempt

Summary

Supervises assigned employees within the ADIGE SYS US Service Team, in addition to monitoring Customer Support activities, and coordinating the delivery of BLM GROUP USA products and services. Occasionally visits customer sites to resolve service issues, negotiate action plans, assist sales, and ensure quality customer relationships are maintained. Ensures all documentation is properly maintained and documented for internal, corporate, and customer reporting purposes. Facilitates timely resolutions to customer issues and/or questions while maintaining a positive client relationship.

Essential Functions

The duties listed below are the specific duties and tasks that someone in this position must accomplish. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the level and/or class of this position.

• Supervises the Customer Support team, quotes service visits, schedules service personnel for warranty and after sales support.
• Occasionally visits Customer sites to understand service expectations, issues, and other service-related matters.
• Assists Manager or Service Technicians in the diagnosis and resolution of technical issues.
• Gather customer information and determine the issue by evaluating and analyzing the symptoms, data, and customer feedback.
• Research required information using available resources such as USA Info, Fascicolo Commessa, C4C etc.
• Follow standard processes and procedures.
• Identify and escalate priority issues to the manager.
• Redirect problems to appropriate department or resources.
• Accurately process and record call transactions using a computer and designated software such as SAP, MHelpDesk, etc.
• Offer alternative solutions where appropriate with the objective of retaining customers, clients and business.
• Stay current with BLM product knowledge, updates and changes.
• Perform necessary administrative work to support work initiatives.
• Maintains excellent customer service and customer satisfaction through the implementation of corrective actions where necessary.
• Travel domestically and internationally when necessary.
• The ability to work the necessary overtime required as defined by operational and customer needs.
• Other duties as assigned by management.

Qualifications

• High School Diploma required. Associates Degree in a technical field is preferred, or comparable military experience.
• At least 2 years of experience in Laser systems.
• At least 2 years of excellent customer service experience.
• At least 2 years of customer-facing sales experience.

Licensing/Certifications

Valid Driver’s License with no more than two (2) points on a driving record within a three (3) year period

Knowledge, Skills, and other Abilities

• Proficient in Microsoft Office (Word, Excel, Outlook)
• Able to effectively use the Internet
• Proficient in reading electrical, hydraulic, and pneumatic schematics
• Thorough understanding of mechanical assembly
• Troubleshooting skills
• Proper phone etiquette
• Ability to work in a stressful environment and maintain objectivity
• Ability to create, maintain, and manage a project plan.
• Proven customer service skills with a primary focus on customer relationships.
• Highly organized
• Excellent verbal and written communication skills
• Must be able to effectively listen, understand, and analyze problems over the phone and in person
• Prior field sales experience
• Prior negotiations skills
• Must be able to work effectively with minimal supervision
• Must have excellent time management skills
• Must be able to meet deadlines and communicate deadlines to other team members
• Able to effectively work with all levels of team members and as well as with all different types and levels of customers
• Fluent in Italian (preferred but not required)

Equipment, Machinery, Tools, and Vehicles Used

General office equipment, including computers, printers, fax machines and telephones.

Physical Demands

The physical demands described here are representative of those that an employee must be able to accomplish to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

While performing the duties of this job, the employee is regularly required to use hands to manipulate, handle, feel or operate objects, tools or controls; reach with hands and arms; stand; talk and hear; walk; sit, climb or balance; stoop, kneel, crouch or crawl; and lift or move up to forty (40) pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral visions, depth perception and the ability to adjust focus.

Mental Demands

While performing the duties of this position, employees are regularly required to use written and oral communication skills; read and interpret technical data, information and documents, analyze and solve problems, use math and mathematical reasoning; observe and interpret situations; learn and apply new information or new skills; work under imposed manufacturing deadlines; interact with staff and other organizations; and frequently deal with dissatisfied or quarrelsome individuals.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The incumbent works primarily in an office environment. Occasionally will perform work in manufacturing facilities where the noise level could be moderate to loud.

The position requires approximately 30% travel. Travel may be domestic or international as necessary.

Reporting Relationships

This position reports to the Service Manager

Supervisory Responsibility

N/A

We are an Equal Employment Opportunity (“EEO”) Employer. If you need assistance or an accommodation with completing the application, you may contact us at (248) 560-0080.