Job description

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

Requirements

Must-haves

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

Nice-to-haves

Bachelor's degree in Mechanical or Electrical Engineering strongly preferred
Experience with AutoCAD and Microsoft Office preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: applicantpro
Effort: medium