• Develop an in-depth knowledge of Cadwell’s products and services • Oversee the processing of customer quotations, orders, and changes/returns • Ensure requests and inquiries from customers and field sales are handled, and issues are resolved • Serve as liaison and customer advocate with multiple Cadwell departments to ensure that customer issues are resolved both promptly and thoroughly • Oversee and coordinate demo equipment logistics and collaborate with Marketing to support campaigns, promotions, and product launches as needed • Manage and track RMAs, customer incidents, and Out-of-Box Failures (OOBF), ensuring timely resolution, proper documentation, and root cause feedback to appropriate teams • Develop and monitor departmental performance metrics to drive performance • Administer and support CadRent activities, including order processing, tracking, billing coordination, and customer communication • Continuously optimizes team process and manages department expenses to budget • Ensure direct reports are trained and evaluated on their knowledge, skills, capabilities and progress, contributions and commitment to Cadwell’s business success. Provide expertise and technical direction, guidance, and support to team members as needed • Establish and maintain detailed departmental training procedures/materials • Perform other duties as requested, directed, or assigned