Customer Support Manager

Woodward, Inc.
life insurance, vision insurance, parental leave, paid holidays, sick time, short term disability, long term disability, tuition reimbursement, 401(k)
United States, Illinois, Rockford
May 02, 2025
Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards. We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future. Woodward supports our members' wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. Estimated annual base pay: $79,200.00(minimum) - $99,000.00(midpoint) - $118,800(maximum) All members included in annual cash bonus opportunity. 401(k) match (4.5%) Annual Woodward stock contribution (5%) Tuition reimbursement and Training/Professional Development opportunities for all members 12 paid holidays, including floating holidays. Industry leading medical, dental, and vision Insurance upon date of hire Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave. Paid parental leave. Adoption Assistance Employee Assistance Program, including mental health benefits. Member Life & AD&D / Long Term Disability / Member Optional Life Member referral bonus Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending Voluntary benefits, including: Home / Auto Insurance discounts Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave Are you ready to make your mark? If you're a Customer Service Manager, we have an exciting opportunity for you. This position has the primary responsibility of providing world-class customer service focused on issue resolution, claims support, and warranty administration. The role requires interfacing with customers at an expert level and will support escalations from the Customer Support Representatives as needed. What You Will Be Doing Regularly interfaces with customer regarding routine and critical requests and issues relating to commercial operations, such as product replacements and substitutions, expediting, upgrades, and retrofits Ensures resolution of routine product and service warranties including adherence to obligations for all warranty claims and the quoting of service/repairs for such matters and coordinates with internal stakeholders on resolution Manages customer scorecards including incorporating issues reported by the Sales or other functional teams Files and maintains customer documentation Supports the Corrective Action Board (CAB), field retrofits and recalls, and related campaigns and processes, and communicates the agreed-to commitments to customers and internal stakeholders for repair work What We Are Looking For US - Bachelor's Degree in Arts/Sciences (BA/BS) preferred 5+ years Experience in commercial, customer service, and/or order fulfillment role required 5+ years Experience with Customer Relationship Management system preferred 2+ years Experience in related industry Application window is anticipated to close 30 days from original posting date. This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company's good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons. This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee). Woodward is an Equal Opportunity Employer EO/AA/M/F/Disabled/Protected Veterans #LI-Remote or #LI-Hybrid (To be used when position is either remote or hybrid. If the position is onsite do not include on job posting)