Markt & Markworth, Ltd. 

Retained Search  January 2005

 Global Manager, Customer Application Support



Our client aspires to be the premier tooling solutions supplier in the world with operational excellence throughout the value chain and best-in-class manufacturing and technology. The company provides customers a broad range of technologically advanced tools, tooling systems and engineering services aimed at improving customers' manufacturing competitiveness. Its products utilize highly complex metallurgy and materials science in tungsten carbide powders, high-speed steels, ceramics, industrial diamond and other materials that are particularly resistant to heat, abrasion, pressure and wear. Serving a vast array of end markets, including industries such as aerospace, automotive, construction and farm machinery, power generation and transmission equipment, home appliances and oil and gas exploration, they market their products and services through a multi-channel network that includes a highly trained and skilled direct sales force, direct marketing, the Internet, integrated supply programs and a network of industrial distributors.

With 14,000 employees worldwide, the corporation's annual sales are approximately $2 billion, with nearly half from sales outside the United States. Today it is represented in more than 60 countries with European headquarters in Fürth, Germany and Asia Pacific headquarters in Singapore.


Develops and manages industry leading telephone based technical support team and associated web based self-service capabilities.  Directly manages all aspects of Americas support team resources on a routine daily basis while strategically managing global technical support capabilities, systems, and processes.

Ensures that employees are continually motivated to satisfy customers, partners, and fellow employees in a cordial, friendly, and professional manner and that self-service systems are user friendly and effective.  Ensures that image projected to customer is highest caliber, which implants the Company as the supplier setting the standard in the world tooling market, in accordance with our corporate mission statement.

Plans and manages Customer Application Support budget which includes human capital as well as all non-employment expenditures.  Directs budget value in excess of $3M and directs influencer in global budget of over $5M.  Prepares justifications for capital investments ($200K to $1M) in support systems that can be implemented globally.

Drives Customer Application Support Team to offer highest quality customer service within our total customer base, regardless of supply source used by customer to obtain Company product.  Sets and monitors quantifiable measurement standards such as speed to answer customer call, percentage of calls answered, practical result of recommendations, follow-up calls, satisfaction level of customer, as well as, orders entered (Sales) of CAS engineers.

Develops and monitors productivity goals designed to enhance our ability to resolve over 100,000 technical support cases per year more efficiently.

Develops highly skilled team of Application/Sales personnel by utilizing prescribed and creative methods for technical product/process expertise, customer service skills based, professional behavior training.  Constantly evaluates department and individual performance to measure needs and/or results of training.  Involves team members to delegated training issues as appropriate.

Initiates team to prepare and/or contribute to all written technical communication, bulletins, newsletters, product literature, that will be distributed to customers, Field Sales, or internal resources.

Recruits, interviews and certifies new personnel as required to fulfill prescribed measurement standards for Customer Satisfaction.  Communicates candidate selection to H.R., Compensation Specialist, facilities, and CAS team.  Selects interview teams to assist in selection process.

Creates internal workflow and escalation processes to Product Marketing and Engineering to ensure that all necessary technical expertise is readily available to resolve immediate technical issues and to address the root causes of technical problems.


This position reports directly to the Director, Americas Customer Support and dotted line to the Director, Global Customer Support.  The Global CAS Manager is directly responsible for managing all facets of telephone and web based technical support delivery in his own region and for defining systems, processes, and measurements globally.  Global results are achieved through peer level relationships with other regional CAS Managers.  High-level projects and general areas of responsibility are reviewed quarterly, while department objectives, tactics and measurement standards are monitored weekly and monthly.  Plans, implements and administers key critical initiatives, systems, and strategies.


Directly responsible for regional technical call center operations with call volume of over 60,000 calls per year and for establishing a global call center capability that will handle over 100,000 technical support cases per year.  Will be measured primarily on customer satisfaction achieved through technical case resolution and the productivity with which technical support is delivered.  Will have direct responsibility for an operating budget of approximately $3M annually and will be a primary influencer of capital expenditures in support systems to be implemented globally.


A Bachelors degree is required, while a BSME, BSIE, or relevant engineering degree is highly preferred.  Five to 10 years of relevant job experience and associated educational programs related to technical help desk management is also required.  Exposure to industrial and preferably metal cutting technical support is preferred.  Must be highly skilled in the use of case management methodology, escalation processes, telephony systems, and knowledge based e-self service systems while also possessing excellent verbal/written communication skills, group presentation skills, program/project management skills, and people management skills.  Must be a strategic thinker with strong leadership abilities to implement solutions on a global basis primarily through influence management.


A six-figure base salary, bonus, stock options and comprehensive healthcare and retirement benefits are offer.  Full relocation assistance is provided to their Mid-Atlantic headquarters location.


Confidential Inquiry: John H. Markt at Markt &  Markworth, Ltd., FAX 216-491-3121.