Engineering Technical Customer Service Manager

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Allied Machine & Engineering, headquartered in Dover, Ohio, is a leading manufacturer of holemaking and finishing cutting tool systems. Our tooling solutions deliver the lowest cost per hole in a wide range of applications. Allied offers its associates competitive pay along with a robust benefits package including, medical, dental, vision, disability & life insurance, 401(k) match, company paid vacation/holidays, access to our Allied Family Wellness Center and much more. Allied is currently looking for a Technical Customer Service Manage who will be responsible for overseeing application engineering, standards, quoting, and CNC programming within our customer service engineering department. This position plays a critical role in ensuring that our customers receive top-notch technical support, timely quotations, and efficient CNC programming services. The Technical Customer Service Manager will work closely with cross-functional teams to maintain high customer satisfaction and contribute to the overall

Requirements

• Lead and manage a team of application engineers, providing technical guidance and support to customers, collaborating with sales teams, and improving application engineering processes.
• Develop and maintain technical standards; ensure quotes, routings, drawings, and programs are free from errors; and communicate standards to internal teams and customers.
• Oversee the quoting process, work closely with sales and engineering teams, and analyze quotation data for improvement opportunities.
• Manage a team of CNC programmers, ensure efficient programming, and collaborate with production teams for optimization.
• Act as a point of escalation for complex technical inquiries, collaborate with customer service representatives, and improve support processes.
• Recruit, train, and develop a high-performing technical customer service team, set performance goals, and foster a collaborative team culture.

Knowlege and Experience:

• Bachelor's degree in engineering or seven years related work experience.
• Proven experience in technical customer service, application engineering, or a related role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in CNC programming and design software.
• Knowledge of industry standards and regulations.
• Problem-solving and analytical abilities.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Strong organizational and project management skills.
• Ability to work effectively in a fast-paced, dynamic environment.

• Lean Six Sigma Black Belt, preferred.
• 2D/3D Creo experience, preferred.

Expected Hours of Work and Travel:

• This is a full-time position that supports 24/7 operations. A flexible schedule is required with off hours accessibility from time to time on an as needed basis.
• Some travel is required.

Benefits

• Competitive wages and increases
• Paid time off that begins to accrue immediately
• Paid holidays
• Healthcare, dental, and vision insurance
• Clean, safe working conditions
• Climate controlled (72° year-round)
• Bonus incentive program
• 401k Plan with a generous company match
• Apprenticeship program