Customer Support Manager 1 @ Emerson

Job Summary:

Emerson has an opportunity for a Service Center Operations Leader role to drive operational perfection in our service center, Calibration Repair activities, and delivering Educational Services. This Leader will be setting up the infrastructure and the work processes, getting the calibration lab certified under ISO/IEC 17025 requirements, handling safe operations, implementing global RMA processes, and ensuring high-quality service delivery and customer satisfaction. The ideal candidate will manage a team of skilled technicians, oversee process improvements, and maintain compliance with industry standards.

In this Role, Your Responsibilities Will Be:

Safety Leadership:

• Maintaining a safe work environment and protecting company/customer property.

Operations and Inventory Management :

• Optimize processes, handle costs, analyze market trends, and set pricing strategies.


• Day-to-day operations of the service center, ensuring productivity and efficiency.


• Develop and implement strategies to improve operational effectiveness.


• Handle inventory, replenishments, and ensure high inventory turns.


• Act as the primary point of contact for customer inquiries and service requests.


• Ensure timely and effective resolution of customer issues, maintaining high levels of satisfaction.


• Work closely with clients to understand their needs and provide tailored service solutions.


• Ensure training programs to enhance technical skills and customer service capabilities are in place.


• Champion collaboration, accountability, and continuous improvement.

Financial Management:

• Handle the budget, controlling costs while enhancing efficiency.


• Inventory management, ensuring the availability of tools, equipment, and spare parts.


• Find opportunities for revenue growth and upselling additional services.

Compliance Improvement:

• Analyze service data and customer feedback to identify areas for improvement.


• Implement process improvements to enhance service quality and reduce downtime.


• Stay up to date with industry trends, new technologies, and standard processes.

Who You Are:

• You see the big picture, constantly envision future scenarios, and build strategies to sustain competitive advantage.


• You are a visionary and able to articulately paint credible pictures and visions of possibilities and likelihoods.


• You formulate a clear strategy and map the steps that will clearly accelerate the organization toward its strategic goals.

For This Role, You Will Need:

• Bachelors degree in Engineering, Industrial Technology, or a related field, or equivalent experience.


• validated experience in service center management, calibration, or repair services within the industrial automation industry.


• Experience with Oracle ERP, Depot repairs management software, and calibration tracking systems.

Preferred Qualifications that Set You Apart:

• Strong operations background in handling a repair and calibration facility


• Experience in establishing and handling operational processes


• Understanding the dynamics and develop pricing strategies that align with the value we provide.

Our Culture Commitment to You

At Emerson, we prioritize a workplace where every employee is valued, respected, and empowered to grow. We foster an environment that encourages innovation, collaboration, and diverse perspectives because we know that great ideas come from great teams. Our commitment to ongoing career development and growing an inclusive culture ensures you have the support to thrive. Whether through mentorship, training, or leadership opportunities, we invest in your success so you can make a lasting impact. We believe diverse teams, working together are key to driving growth and delivering business results.

We recognize the importance of employee wellbeing. We prioritize providing competitive benefits plans, a variety of medical insurance plans, Employee Assistance Program, employee resource groups, recognition, and much more. Our culture offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.