Job Description:Miller Electric, an ITW company, is seeking a Technical Customer Service Manager to join its Industrial Equipment and Automation team.
As a Technical Customer Service Manager, you will play a critical leadership role in delivering best-in-class technical support while driving continuous improvement in a fast-paced, customer-focused environment. Your ability to lead people, apply technical expertise, and collaborate cross-functionally will directly impact the customer experience and reinforce Miller’s reputation for service excellence. In this role, you will oversee a team of technical customer service professionals, ensuring high-quality technical assistance for released products. You will balance hands-on technical knowledge with strategic leadership to support daily operations, motivate team members, and elevate overall performance. This is an opportunity to make a meaningful impact by developing talent, improving service processes, and strengthening customer relationships across the business.

• How You Will Make an Impact:

Team Leadership and Development:

• Hire, train, mentor, and develop technical customer service professionals

• Establish SMART goals, performance metrics, schedules, and development plans

• Foster employee engagement, skill development, and career progression

• Oversee daily technical support operations to ensure responsiveness and quality

• Manage allocation of resources including staff, tools, service laboratories, and returned equipment receiving areas

• Ensure the team remains current on evolving technologies and industry best practices

• Cross-Functional Collaboration and Customer Engagement

• Partner closely with operations, engineering, product development, and other cross-functional teams to resolve complex technical issues

• Provide technical feedback and insights to support product improvements and design enhancements

• Support the development of technical manuals, troubleshooting tools, and service designs

• Develop and deliver technical training and troubleshooting resources for customers and service partners

• Build and maintain strong relationships with field sales, service partners, and key customers

• Organize and coordinate Enterprise Service Manager meetings, including international teams

• Process Improvement and Warranty Management

• Optimize service processes, including Warranty Connect portal usage and email productivity

• Oversee the division’s warranty process, including accurate troubleshooting, diagnosis, and system coding

• Report warranty claims and trend data to product management

• Review service memos and ensure consistent communication across teams

• Maintain and manage service information on Share Point

• Performance Monitoring and Reporting

• Track and communicate team performance metrics related to phone, email, and overall productivity

• Provide actionable insights to leadership to drive continuous improvement

• What You Need to Be Successful in This Role

• Technical Expertise: Strong background in electromechanical systems with welding process knowledge

• Customer-Focused Leader: Passion for delivering exceptional customer experiences while developing high-performing teams

• Business Acumen: Strong organizational skills, attention to detail, and ability to manage multiple priorities

• Effective Communicator: Excellent verbal and written communication skills with the ability to present to large groups

• Collaborative Partner: Ability to work across disciplines and influence without authority

• Problem Solver: Decisive, proactive, and comfortable navigating complex technical and operational challenges

Qualifications:

• Associate degree in Electromechanical Technology preferred

• Demonstrated strength in customer service, advanced troubleshooting, weld cell automation integration, and welding systems knowledge

• Proficiency with Microsoft Office, Outlook, and internet-based programs

• Self-starter with a positive attitude and willingness to support responsibilities beyond core service functions

• Up to 10% travel required

Why ITW Welding?
At ITW Welding, we’re not just a place to work – we’re a community that empowers you to grow and make a real impact. Join us and build a career that makes a difference!

Here are some benefits we offer to help you build the future you want:

• Generous Retirement Benefits – 401(k) match PLUS an additional retirement contribution to help you plan for the future.

• Paid Time Off – 11 paid holidays, 5 sick days, and vacation time to take time for what matters.

• Company-Paid Insurance – Life, AD&D, Short-Term &Long-Term Disability insurance to give you peace of mind.

• Family-Friendly Benefits – 4 weeks of paid parental leave and adoption reimbursement to support your family journey.

• Education Assistance – tuition reimbursement; because we believe in investing in your personal and professional development.

• The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products.  Miller keeps the tradition alive by focusing on its top priority: people.

Additional Information: ITW Welding is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status, age, or any other characteristic protected by law.

Company Description: Comprised of a market-leading portfolio of best-in-class brands, the businesses of ITW Welding work together to provide premium performance delivered through a breadth of solutions encompassing welding, cutting, consumables, and accessories. ITW Welding North America represents Miller Electric Welding Equipment, Safety & Accessories, Hobart Filler Metals, and Bernard / Tregaskiss MIG Guns.

Miller Electric Mfg. LLC, is headquartered in Appleton, Wisconsin, and wholly owned by Illinois Tool Works (NYSE: ITW).  The company maintains its industry leadership by setting the standard for reliability, quality and responsiveness. Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.

Why ITW Welding?
At ITW Welding, we’re not just a place to work – we’re a community that empowers you to grow and make a real impact. Join us and build a career that makes a difference!

Here are some benefits we offer to help you build the future you want:

• Generous Retirement Benefits – 401(k) match PLUS an additional retirement contribution to help you plan for the future.

• Paid Time Off – 11 paid holidays, 5 sick days, and vacation time to take time for what matters.

• Company-Paid Insurance – Life, AD&D, Short-Term &Long-Term Disability insurance to give you peace of mind.

• Family-Friendly Benefits – 4 weeks of paid parental leave and adoption reimbursement to support your family journey.

• Education Assistance – tuition reimbursement; because we believe in investing in your personal and professional development.

Company Description: Comprised of a market-leading portfolio of best-in-class brands, the businesses of ITW Welding work together to provide premium performance delivered through a breadth of solutions encompassing welding, cutting, consumables, and accessories. ITW Welding North America represents Miller Electric Welding Equipment, Safety & Accessories, Hobart Filler Metals, and Bernard / Tregaskiss MIG Guns.

Miller Electric Mfg. LLC, is headquartered in Appleton, Wisconsin, and wholly owned by Illinois Tool Works (NYSE: ITW).  The company maintains its industry leadership by setting the standard for reliability, quality and responsiveness. Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.

The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products.  Miller keeps the tradition alive by focusing on its top priority: people.

Additional Information: ITW Welding is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status, age, or any other characteristic protected by law.

*ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. *

*As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. *

*All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws. *