Talent Attraction is a big part of what we do here at DISHER, because passionate people are a central piece of the puzzle in making any organization work and perform well. It is our goal for you to obtain a rewarding career whether it’s at DISHER or with one of our partnering companies. Take a look at our complete list of job openings here at DISHER and with other appealing companies we work with.


Customer Support Manager

Location: Grand Rapids, Michigan
Date Posted: 03-02-2018
Customer Support Manager – Grand Rapids, Michigan

DISHER is currently partnering with a global, material handling and logistic solutions company on their need for a Customer Support Manager in Grand Rapids, Michigan. In this role, you will be responsible for the operation of the US 24x7 Hotline, the successful management and growth of the Hotline staff, and provide excellent customer service. This role requires accurate coordination of detailed tasks, excellent leadership and communication skills, as well as general knowledge in material handling, and software and controls engineering.

What it’s like to work here:
This growing, global company offers a stable work environment where you will have the opportunity to work on cross-functional, collaborative teams. The leadership team at this company has a clear strategic direction and is passionate about seeing their employees grow and develop in their individual career paths. While working here you will also have the opportunity to work at the company’s other global locations as well as partner with a variety of Fortune 500 companies.
What you will get to do:
  • Design, organize, and ensure a high standard of quality in all hotline processes.
  • Processing activities and tickets from customers in accordance with the defined response and solution times, including root cause analysis and updating customer systems.
  • Review of new and existing customer installation on their serviceability.
  • Resolve customer escalation issues in a professional manner while meeting company goals and objectives.
  • Support Key Account Managers with technical requests.
  • Provide an update structure on open cases for Key Account Managers and representatives of the customer.
  • Create and execute a training plan and development of team members.
What will make you successful:
  • IT education including experience with IT Applications.
  • Helpdesk ticketing software experience, a plus.
  • Managerial experience in service organizations.
  • Excellent technical knowledge in software and controls engineering.
  • Understanding of intra-logistic processes and the material handling of intra-logistic systems.
  • Solution-oriented, responsible, and flexible.
  • Willingness to travel up to 25% of the time.
What’s next?
Apply for this position here: www.disher.com/careers
DISHER is a full-service product development and engineering services firm in East and West Michigan and Indianapolis, Indiana. Our engineering team is highly technical and diversified, serving in a variety of markets including automotive, office furniture, alternative energy, and medical. Our capabilities span from napkin through launch, providing numerous opportunities for us to partner with clients in product and process development, as well as in talent identification and attraction.
Learn about other DISHER opportunities here: http://DISHERdesign.catsone.com/careers
Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. 
Keywords: IT, Helpdesk, Software, management, customer service
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