TIME Manufacturing Company, Inc.

Customer Support

• Provide daily support to Parts CSRs with customer inquiries, escalations, and order-related issues
• Assist in handling high-priority customer accounts and escalated situations
• Help ensure customer inquiries are acknowledged and responded to within department expectations
• Support customer communication standards and professionalism across the team
• Assist with resolving customer concerns related to pricing, availability, lead times, shipping, and order status
• Promote a positive customer experience through proactive communication and follow-up
• Assist with onboarding and training of new Parts CSRs
• Provide ongoing coaching and reinforcement of customer service expectations and processes
• Help develop training materials, guides, and process documentation
• Support cross-training initiatives within the department
• Identify training gaps and communicate opportunities for improvement to management
• Serve as a day-to-day resource for team questions and operational support
• Reinforce department SOPs, workflows, and communication standards
• Help monitor order follow-up, customer response times, and open issues
• Support continuous improvement initiatives within the department
• Assist with maintaining organized documentation and process consistency
• Work collaboratively with Purchasing, Warehouse, Technical Support, Engineering, and other internal departments to support customer needs
• Help ensure team adherence to established procedures and expectations
• Lead by example in professionalism, accountability, teamwork, and communication
• Support a positive and collaborative team environment
• Assist in driving department goals and service expectations
• Escalate ongoing concerns or process gaps to management when necessary
• Help promote consistency across team communication and customer interactions
• Serve as escalation point for customer concerns. Step in when requests are delayed or unresolved
• Support CSRs & Technical CSRs in complex situations
• Ensure customers receive timely updates and resolutions
• Validate accuracy of quotes/orders
• Coach team on pricing, lead times, and parts accuracy
• Escalate issues when data appears incorrect
• Partner with engineering and supply chain on part data corrections
• Support improvements to parts data and internal processes
• Build relationships with Engineering, Warranty, Service, Supply Chain
• Coordinate with internal departments to obtain needed updates
• Report all customer complaints through the appropriate company channel
• Communicate daily with Head of Business Services, North America
• Participate in operations and improvement meetings
• Coach team members regularly
• Support CSRs on understanding parts, processes, and communication
• Support Technical CSRs with escalated issues
• Encourage continuous learning
• Promote culture of ownership, urgency, and professionalism
• Maintain punctuality and consistent presence
• Lead calmly and professionally

Parts Customer Service Lead

• Provide world-class customer service to all parts customers.
• Answer all incoming phone calls.
• Respond to all voicemails within 24 hours.
• Respond to all incoming customer emails within 24 hours, following the 24-hour communication flow: If status/answer is known → respond with the solution. If status/answer is not known → notify the customer, the request is being worked and follow up daily.
• Ensure no customer request goes unanswered.
• Provide updates on order status, lead times, pricing, and required follow-up.
• Maintain a professional tone and send properly structured emails.
• Create accurate parts quotes through the ERP.
• Validate pricing before sending to customers.
• Enter sales orders the same day for orders received before 3:00 PM.
• Verify part numbers, availability, substitutions, and compatibility.
• Communicate lead times clearly and escalate inconsistencies.
• Support improvements to parts data and internal processes.
• Coordinate with internal departments to obtain needed updates.
• Follow up daily on pending customer information.
• Communicate delays to the Parts Customer Service Supervisor.
• Report all customer complaints through the appropriate company channel.
• Support team members with workload and knowledge sharing.
• Demonstrate strong problem-solving and professionalism.
• Maintain punctuality and consistent attendance.
• Execute leadership direction and escalate when necessary.

Customer Service Representative

• Managing the Time Manufacturing Company Call center
• To ensure the customer is always put first, and for the customer to know this
• Directing all incoming calls, emails, etc. to the correct department or point of contact
• Being well versed in the Time Manufacturing team allowing for calls, emails, etc. to be directed quickly
• Position acts as the “Director of First Impressions”
• Calls, emails, etc. receive the highest quality of customer service all calls are to be answered quickly and professionally
• All customer’s requests must have an initial response to the customer within the hour of receiving
• The position to always be problem solving and not problem blaming
• If the answer is unknown, the position is to portray knowledge and expertise and stray away from conveying the lack of knowledge to the customer or presenting that it is not in their scope of work
• The position is to always be professional while giving world-class customer service
• Position is to answer any questions, which can be answered, without involving other team members
• Position is to delegate calls to the appropriate team member(s) that can support the customer
• Position is to manage the command center tracker
• All calls, emails, etc. to be logged on the tracker immediately after receiving
• Tracker is to be updated as the task progresses and updates are received
• Position is to report any inability to get responses and/or resolution from Time Manufacturing Team members, daily
• Position is to ensure all items logged in the command center tracker are resolved, with the highest customer satisfaction, and closed
• Position is to follow up with the customer as needed
• If the team member delegated is unable to
• Follow up is needed
• Updates are obtained
• Changes are needed
• More information is needed
• Or any other reason

Customer Service Support

QA Engineer

• Responsible for performing all work functions with a focus on Safety for self and all others.
• Performing in depth, and thorough inspections, using check sheets, drawings, wiring schematics, and documented specifications, during all phases of installation. These inspections will be documented and filed per ISO 9001 requirements.
• Light duty repairs and touchups on defects found during the inspection process.
• Documenting and processing quality documentation.
• Creating and maintaining tracking spreadsheets.
• Looking up drawings and build specifications in the company network data bases.
• Light duty cleaning of workspace at all times.
• Performing root cause analysis to address any corrective actions issued to the install department.
• Performing any assistance that is needed in the Install and Parts department when requested.

Parts Customer Service Lead

Customer Service Representative

Customer Service Support

QA Inspector