Customer Care Manager

About Us:

Panelmatic, Inc. was founded in 1957 in Youngstown, OH to serve manufacturing industries with the design and build of custom electrical, instrument, and pneumatic control panels. Our business has sufficiently grown over the years to support expansion for our clients. We have produced control packages for many of America's top corporations in the chemical, environmental, food, pulp and paper, rubber, petroleum, pharmaceutical, glass, metals, and utilities industries. We also deliver equipment for use worldwide. Our rigorous methodology assures compliance with domestic and international standards. We can meet the needs of our diverse clientele from start to finish through sales, design, fabrication, testing, and delivery.

Since 1957, we have been known for our high-quality, custom-built control packages, our comprehensive service, and our technological and manufacturing expertise. This expertise assures you of our ability to handle the largest and most complex packages quickly and efficiently.

Job Summary:

Panelmatic is seeking a detail-oriented and experienced Customer Care Manager. The Customer Care Manager is responsible for leading Panelmatic's customer care function and ensuring consistent, proactive, and professional customer experience across the entire project lifecycle. This role acts as the critical bridge between our customers and Panelmatic's internal engineering, project management, quality and production teams.

Job Duties:

• Serve as a primary point of contact and escalation for customer concerns, inquiries, complaints, warranty claims, and service-related issues, ensuring timely and professional responses.
• Develop strong relationships with customers and other key stakeholders to understand expectations and strengthen customer satisfaction.
• Coordinate cross-functional teams to resolve customer issues involving quality, engineering, schedule, documentation, delivery, installation, and field service.
• Manage the warranty process, including receipt and evaluation of claims, coordination of technical investigation, determination of warranty applicability, repair/replacement decisions, customer communication, and timely closure.
• Track warranty costs, trends, recurring failures, and field issues; partner with Quality, Engineering, and Operations to identify root causes and implement corrective and preventive actions.
• Own customer complaints and escalations through resolution, ensuring appropriate root-cause analysis, corrective action, communication, and closure.
• Establish and monitor customer care metrics, including response time, complaint closure, customer satisfaction, repeat issues, and escalation trends.
• Gather and analyze customer feedback, identify recurring issues and trends, and translate customer insights into actionable process and product improvements.
• Partner with Quality and Operations to ensure customer issues are effectively incorporated into the QMS and that corrective actions address systemic causes.
• Ensure customer commitments, action items, and recovery plans are clearly documented, communicated, assigned, and completed on time.
• Develop and maintain effective customer communication and escalation processes that provide visibility to customers and internal leadership when project risks arise.
• Promote a customer-focused culture throughout Panelmatic by advocating for the customer while balancing quality, safety, cost, schedule, and operational requirements.