Company Description
Working at Knobelsdorff (KE)
Along with building state-of-the-art projects, we build meaningful careers, lasting opportunities, and teams of dedicated individuals who truly own their work. As a leading turnkey specialty contractor specializing in Automation, Electric, Energy, and Power Services, our team tackles challenging, cutting-edge projects that provide opportunities to build new skills, confidence, and gain valuable hands-on experience in a variety of different industries. We tackle industrial electrical installations, advanced automation systems, and renewable energy solutions.
Since our founding as a family-owned company in 1988, we've grown while staying true to our core value. Starting your career with KE means joining a culture that values your contributions, moves quickly, takes calculated risks, and celebrates team members who step up and own their work.
If you're ready to join a team where your voice matters, your growth is supported, and your impact is celebrated, KE is the place for you.
Job Description
Job Purpose
This role supports KE Automation by managing the operational delivery of service level agreements (SLAs) and ongoing customer support programs. You'll be responsible for coordinating service coverage, incident response, performance reporting, and customer communication to ensure service commitments are delivered consistently and effectively. Success in this role means maintaining strong customer relationships, ensuring service obligations are met, and proactively identifying risks and improvement opportunities, all while upholding KE's commitment to Safety, People, Passion, and Performance. If you're someone who thrives on organization, communication, and delivering exceptional customer experiences, this position is built for you.
What You'll Do
You’ll be part of a team that gets things done, works with purpose, and takes pride in the results. Your day-to-day responsibilities may include:
- Maintain service agreements, customer entitlements, coverage schedules, and renewal records
- Translate approved service agreements into actionable service and support plans
- Coordinate primary, backup, and specialist support coverage to meet service commitments
- Oversee ticket intake, prioritization, assignment, escalation, and service documentation
- Coordinate incident response activities and provide clear customer communication throughout resolution
- Monitor SLA performance metrics and investigate service risks or missed commitments
- Lead customer service reviews, including performance reporting and action tracking
- Coordinate corrective actions related to recurring incidents and service improvements
- Support project-to-service transitions, documentation handoffs, and support readiness planning
- Maintain dispatch, support-access, and escalation procedures for customer environments
- Monitor service demand, costs, workloads, and capacity needs
- Support renewal planning, service improvements, and pricing discussions with business stakeholders
Qualifications
What You Bring
You’re someone who shows up ready to work hard, learn fast, and contribute to a team that takes pride in doing things right. Successful candidates typically bring:
- 5+ years of experience in service delivery, customer support, technical operations, or contract service environments
- 2+ years coordinating service performance, incidents, or support activities across multiple customers or teams
- Bachelor's degree in Business, Operations, Information Technology, Engineering, or a related field, or equivalent practical experience
- Strong understanding of service agreements, response obligations, coverage windows, and customer entitlements
- Experience coordinating incidents, escalations, customer communications, and support activities
- Experience with ticketing systems, service management platforms, and performance reporting
- Strong organizational, analytical, and problem-solving skills
- Ability to collaborate effectively with customers, technical teams, project managers, and business stakeholders
- Commercial awareness related to service costs, capacity planning, and contract renewals
Pay Range
We believe in paying for the value you bring to the team, and we aim to be competitive in every market we hire in.
Pay Range: $123,801.00-$137,757.00 per year
Total Rewards Statement
As a full-time employee at KE, you'll have access to a comprehensive benefits package designed to support your health, wellbeing, and future.
- 100% employer-paid health and dental coverage for employees
- HSA contributions to support your medical expenses
- Company-paid life insurance and disability coverage
- 401(k) with competitive company match
- Paid weekly with competitive wages
- PTO, six paid holidays, and education reimbursement
- Exclusive employee discounts through Working Advantage
We believe your work should be rewarded with more than just a paycheck. At KE, we invest in your total wellbeing.
Physical Requirements
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be provided for individuals with disabilities.
Typical requirements may include:
- Ability to perform computer-based work for extended periods
- Ability to participate in meetings and site reviews involving sitting, standing, and walking
- Ability to navigate manufacturing facilities, customer locations, and project sites as needed
- Ability to carry a laptop, project documentation, and related materials for site visits
- Ability to wear required PPE when visiting manufacturing facilities and project sites
- Ability to travel to customer and project locations as needed
Accessibility: If you need accommodations as part of the employment process, please contact KE Human Resources at [email protected].
Equal Opportunity Employer (EEO)
KE is an EEO to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, citizenship, veteran status, or any other protected characteristic under applicable federal, state, or local law.
Applicants have rights under Federal Employment Laws:
- EEO is the Law (English/Spanish)
KE E-Verify
KE participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For more information about E-Verify, please review the E-Verify Participation and Right to Work posters.
If you need accommodation during the hiring process, let us know and we’ll work with you.
