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Customer Service Manager in Norwood at ITW Test & Measurement and Equipment

Date Posted: 2/25/2019

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Job Description

Customer Service Manager – Norwood, MA
Instron® is a global organization that designs, manufactures, sells and services materials testing systems. Instron is a clear global leader in materials testing applications and its leadership in the marketplace is continually expanding. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.
The Customer Service Manager is a key member of the Service organization and is responsible for all administrative/customer interaction activities associated with the Service Management System, including but not limited to understanding the data base organization, maintaining the data integrity along with establishing processes aimed at creating an environment where customers experiences are performed at the highest level of customer satisfaction.  Supervises Instron’s employees who are part of the Customer Service Support Center.
Principal Duties and Responsibilities
  • Responsible for support activities involving confidential customer information within the global Service Management System as well as the ERP/CRM database.
  • Coordinates with IT to ensure the Service Management System is meeting the business’s needs.
  • Continuously reviews administrative processes are reviewed and documented to create the best customer experience.
  • Selects, evaluates and coaches the Customer Support Administrators to ensure agreed upon Service Level Agreements (SLA) are met within the organization.
  • Responsible for creating and maintaining a high level of customer satisfaction by ensuring that processes and procedures are followed.
  • Thorough understanding of database structure as well as data relationship.
  • Strong leadership skills used to set proper employment expectations and adherence to employment policies.
  • Ability to direct and influence the work of others to produce the highest quality performance possible.
  • Ability to respond to customer needs with urgency and a sense of priority.
  • Requires the ability to consistently demonstrate sound discretionary judgment, authority and credibility.
  • Possible international travel for extended periods for systems implementation and or training.
Education / Experience Requirements
  • Associates degree minimum with Bachelor’s degree preferred
  • 5 - 7 years of increasing responsible experience in a support environment.
  • Must include management/supervisory experience.

Take this opportunity to join a successful and enthusiastic team where you can make a significant impact immediately. Enjoy a competitive salary and generous benefits that includes health, dental, life and LTD insurance, 401k (with a great match), and a 100% tuition reimbursement program.


Instron is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.