Customer Support Manager

About JLG, an Oshkosh company

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products-including mobile elevating work platforms, telehandlers, utility vehicles and accessories-can be found all over the world.

The highly motivated and experienced Customer Support Manager will lead our customer service team. This role requires a strong technical engineering background, as well as expertise in customer support within the construction equipment manufacturing industry. The Customer Support Manager will be responsible for ensuring customer satisfaction by overseeing all aspects of post-sale support, including technical assistance, troubleshooting, and continuous improvement of support processes.

YOUR IMPACT

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Stay up to date on equipment, models, and systems relevant to order management and product research.
• Exhibit comprehension, retention & organization of information provided to the department.
• Resolve and diffuse escalated customer concerns effectively and courteously in the interest of the long-term success of the company.
• Support Parts Sales goals and assist Marketing in the communication, development, maintenance and troubleshooting of Parts Programs and Services to promote upselling.
• Facilitate and present in departmental meetings to assist in determining the best course for the department to be successful and provide an environment for learning.
• Manage the onboarding training for new team members and the ongoing professional development of the existing team.
• As needed, this individual manages the preparation and processing of quotes, invoices, purchase orders, returns and credits. They will also troubleshoot customer transactions, shipping/receiving activities to accurately access parts availability.
• Entails supporting and responding to Marketing, Sales, Manufacturing, Engineering, GPSC, Warranty, Parts Distribution Centers, Product Safety, and the Aftermarket Sales and Service Managers as well as other internal departments. The goal is to ensure organized, accurate and timely dissemination of information regarding parts.
• Represent the Parts Contact Center and lead in cross-functional meetings to advocate for the department's and customers' best interest.
• Lead department continuous improvement efforts and related documentation.
• Lead a team of direct and indirect team members including senior team members and leads.
• Foster open, trusting relationships with team members through Frequent Meaningful Conversations, ensuring individual development plans are established.
• Train the team in delivering "best in class" service to our diverse customer base by promptly providing accurate responses to inquiries while maintaining a friendly, respectful and professional demeanor with a strong customer focus
• Travel as necessary.

MINIMUM QUALIFICATIONS

• Bachelor’s degree in business administration, communication, marketing, or a related field and seven (7) or more years of relevant experience (equivalent to thirteen (13) years total in education and experience); or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

STANDOUT QUALIFICATIONS

• Two (2) Years Supervisory / Managerial Experience.
• Advanced written and verbal communication skills.
• Strong proficiency in enhancing customer satisfaction through a dedicated focus.
• Enthusiastic and personable, with the ability to adapt and thrive in dynamic environments.
• Ability to build strong relationships at all levels and across all business units and organizations.
• Proven ability to establish priorities and manage multiple tasks amid shifting deadlines.
• Advanced knowledge of Microsoft Office products.
• Strong Leadership Skills
• Advanced systems experience with ERP(XA) and Edge systems (Salesforces, Online Express etc.)
• Proficiency in a second language (Spanish, French, etc.)
• Master’s degree in business administration, communications, marketing, or related field.

WORKING CONDITIONS

The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.
• Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.
• Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.
• Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Pay Range:

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate's experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [email protected].

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.