Customer Service Manager

ePUMPS is a full-service provider of all types of rotating equipment, with in-house and field service capabilities. As a provider of pumps, mechanical seals, vacuum systems and compressors, ePumps is a leader in providing reliability driven pump solutions to the world's most critical and demanding industries. OEM factory-trained technicians have the skills and knowledge to service any pump, either in our shop or on location.

The Rotating Equipment Group (REG) is currently comprised of 16 companies spread throughout the United States and still growing! Our aim is to be the primary source for rotating equipment and process equipment solutions in the industrial and municipal markets. The REG group prides itself on providing a complete solution for the ever-expanding pump and motor industry.

The REG group represents some of the most reputable brand names in the fluid handling, pump distribution, water/wastewater treatment and fabrication industry. Our unparalleled service capabilities, whether in-house or field service, provide each customer with problem solving and product knowledge to stand by our claim: we service what we sell.

Just as there are multiple components for an effectively running pump, it takes a team working together to be a success. A diverse range of talent resides in the Rotating Equipment Group, including engineers, inside and outside sales personnel, machinists, winders, pump and motor repair technicians, field service technicians, electricians, welders, millwrights, and more. Do you want to be part of a team in an industry that keeps America running? Join us today!

At OTC Industrial Technologies, we believe that our employees are our greatest strength. Through investment in our people and growth from within, we believe in providing you with a wide variety of opportunities to accelerate your career potential as you help us drive change to move our business forward.

For over 60 years, employing and developing the best-in-class talent has been at the forefront of our success. By coupling our teams' hands-on experience with a wide range of products from top vendors, we provide customers with the best quality products and technical application expertise and services at the lowest possible costs.

Job Summary:

The Customer Service Manager for the Rotating Equipment Group is responsible for leading and managing the customer service team to ensure excellent service delivery, timely issue resolution, and a strong focus on customer satisfaction. This role requires deep knowledge of rotating equipment products and services, as well as experience managing service operations in a technical or industrial environment.

Key Responsibilities:

• Lead and manage a team of customer service representatives, coordinators, and technical support personnel.
• Serve as the primary point of contact for escalated customer issues and ensure timely resolution.
• Coordinate with sales, engineering, field service, and supply chain teams to support customer needs.
• Oversee order management, warranty claims, spare parts support, and service contract administration.
• Implement and monitor customer service KPIs (e.g., response times, resolution rates, NPS).
• Drive process improvements to enhance customer experience and service efficiency.
• Maintain up-to-date knowledge of rotating equipment products, applications, and service offerings.
• Develop and deliver customer training or onboarding materials as needed.
• Ensure compliance with safety, quality, and regulatory standards.
• Prepare regular reports and presentations for senior leadership on customer service performance.

Requirements:

• Bachelor's degree in Mechanical Engineering, Business, or a related field (technical background preferred), or equivalent experience of 10 plus years can substitute for a bachelor's degree.
• 5+ years of experience in customer service or operations within a rotating equipment or industrial equipment environment.
• Proven leadership and team management experience.
• Strong knowledge of rotating equipment (e.g., pumps, turbines, compressors, gearboxes).
• Excellent communication, problem-solving, and organizational skills.
• Experience with ERP and CRM systems (e.g., SAP, Oracle, Salesforce).
• Ability to handle technical discussions with customers and internal stakeholders.

Preferred Qualifications:

• Experience with aftermarket service programs, parts sales, and field support.
• Lean/Six Sigma or other continuous improvement training.
• Multilingual abilities (depending on customer base).