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.

Requirements

Minimum Qualifications:

• Bachelor’s degree in Business, Engineering, Operations, Quality, or a related field preferred.
• 5+ years of experience in customer care, customer service, warranty administration, project management, quality, operations, or a related industrial/manufacturing environment.
• Experience working effectively across multiple functional teams and managing customer escalations and warranty issues in a fast-paced environment.
• Experience with electrical manufacturing, power distribution equipment, switchgear, Ehouses, relay panels, industrial control panels, or engineered-to-order products preferred.
• Proficient in reading technical drawings and using measurement/testing equipment.
• Experience with ISO-9001 quality management systems (QMS).
• Computer literate and experience working with ERP systems.
• Excellent problem-solving, communication, and analytical skills.
• Ability to pass physical, drug, driving, and background check required.
• Alignment with company core values required

Benefits

• Medical, dental, vision, HSA, term life, AD&D, STD, LTD
• 100% medical premium paid for by Panelmatic for the employee-only level medical coverage
• 80% paid for by Panelmatic and 20% paid for by the employee on all other level medical coverage (i.e. employee plus child, employee plus spouse, family)
• 401K and bonus
• Scholarships, educational reimbursement, paid volunteerism, and paid personal and professional development provided
• PTO and paid holidays provided
• Career advancement opportunities
• Competitive wages
• Family-friendly environment with average employee tenure above five years