Product Support Manager

Overview
We are seeking a dedicated and detail-oriented Product/Customer Support professional to join our team.

This is not a high stress position. We don't want a person that rushes through assemblies and customer interactions. Our world is about precision and the right person for this role is a detail-orientated problem-solver that likes to take their time and wants to continuously improve how things are done.

The right person for this role will enjoy using both their mind as well as their hands. They'll also enjoy being directly involved with all aspects of our business. We have a small team and we all wear multiple hats and we all work together closely.

PG Inspection Technologies has been manufacturing, selling and servicing the PG1000 CNC cutting tool inspection system since 1995. We are well known in our industry and we have customers around the world. Our product consists of a inspection machine and our REACTION software.

The Product/Customer Support Manager role will be responsible for many day-to-day activities including: assembly of the PG1000 inspection systems and accessories, customer support, customer retention, local deliveries and local and remote service. No two days will be the same and you'll be largely responsible for what you do each day.

In this position here is an approximate breakdown of what you will be doing:

• 20% Assembly the PG1000 inspection system. This assembly process takes 3-6 hours per machine. We require someone with patience and a methodical approach that understands the importance of a quality assembly over a quick assembly.
• 10% Assembly of the PG1000 accessories.
• 20% Customer Support – when customers need support with there machines or software they will call in for remote support. There is typically only a call or two per day and when needed we utilize TeamViewer for remote software support. General PC knowledge/experience is needed to support our software.
• 15% Project Management – could be anything from exploring a new camera model or working with a programmer to solve a bug in our software. It is important that you have experience managing projects and working with suppliers to find answers/solutions.
• 0-10% Travel – this could include a day trip to deliver or service a system at a local customer or a 2-4 day trip to service a few customers or attend a trade show. You will be able to determine your potential travel schedule. Since most of our customers are outside Wisconsin customer visits are a great way to learn more about our industry.
• 5-10% Sales – every time you talk to a customer it is an opportunity to determine if a new accessory would make their job easier or if they are growing and could use another PG1000 inspection system.
• 20% ??? - Everyday is a little different. Our goal is to build up inventory levels in advance so we are ready to ship when a customer wants to make a purchase. Most customer calls also come in the morning. If you are caught up and want to leave early to catch a kids baseball game or cut the yard we are very flexible once the work is done. Many Friday’s will be half days. Overtime is very rarely needed.

Education/Skills/Qualifications

• We are more interested in skill set and motivation than education background
• Three (3) or more years manufacturing / customer support experience
• Precision assembly experience
• Project management experience
• Rotary and linear encoder experience is a plus
• Experience with Microsoft PC’s – building, support, BIOS, etc. is a plus
• General knowledge/understanding of software, C coding and/or IT is a plus
• Cutting Tool/CNC experience is a plus
• Self-motivated
• Team player
• Problem solver (using our suppliers and resources to help solve problems)
• Willingness to visit customer sites/travel
• Someone who approaches problems methodically to come up with solutions
• Good oral and written communication skills
• High level of initiative and drive to achieve goals in a “customer centric” manner
• Excellent computer skills with Microsoft Office Suite (Word and Excel)

Job Type: Full-time

Pay: $50,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• Flexible schedule
• Life insurance
• Paid time off
• Parental leave
• Retirement plan

Compensation Package:

• Commission pay
• Performance bonus
• Profit sharing
• Yearly pay

Schedule:

• Monday to Friday

People with a criminal record are encouraged to apply

Application Question(s):

• Do you know what a thou or a tenth is?

Experience:

• manufacturing/assembly: 3 years (Required)

Ability to Commute:

• Waukesha, WI 53186 (Required)

Ability to Relocate:

• Waukesha, WI 53186: Relocate before starting work (Preferred)

Willingness to travel:

• 25% (Preferred)

Work Location: In person

Salary : $50,000 - $100,000