Customer Care Lead – Data Center Order Success

Job Title -Customer Care Lead – Data Center Order Success  

IMI plc  

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.  

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.  

Climate Control offers hydraulic solutions for water-based heating and cooling systems to achieve a perfect indoor climate with minimal energy consumption. Our leading brands have been used in over 100,000 building projects worldwide and offer products and solutions in three key areas: Pressure maintenance and water quality, regulation, control and actuators, and thermostatic control.  

Role Overview  

The Customer Care Lead is the Single Point of Contact (SPOC) for IMI data center orders after the sale. This role owns the customer care experience from order release through manufacturing, delivery, and post-delivery support. 
You will coordinate customer requirements, engineering details, manufacturing status, logistics, documentation, and issue resolution so OEMs, operators, distributors, and distribution partners receive accurate information, reliable follow-through, and 5-star support throughout the order lifecycle. 
This is a hands-on customer care role for someone who understands data center project urgency, procurement discipline, site delivery constraints, and the importance of clear communication in mission-critical infrastructure environments.

Work Environment: Hybrid/Remote  

Key Responsibilities  

• Serve as the primary customer care contact for IMI data center orders after the sale.
• Validate order requirements before release, including customer specifications, ship-to requirements, documentation needs, OEM instructions, distributor requirements, and customer-critical delivery dates.
• Coordinate across sales, application engineering, product management, manufacturing, logistics, quality, and customer teams to keep orders moving with clear ownership.
• Track order progress through planning, production, testing, staging, shipment, delivery, and post-delivery follow-up.
• Provide proactive customer updates before risks become escalations.
• Surface order risks early, align the right internal owners, and close the loop with customers until issues are resolved.
• Confirm post-delivery needs, including documentation completeness, installation readiness, open questions, field issues, replacement needs, and lessons learned.

Critical Competencies for Success  

• Bachelor’s degree in Business Administration, Supply Chain, Operations, Engineering, Construction Management, or a related field preferred.
• Minimum 3 years of experience in the data center industry.
• Experience in customer care, order management, procurement support, manufacturing coordination, project logistics, technical products, or mission-critical facility delivery.
• Working knowledge of data center procurement cycles, site delivery constraints, commissioning sensitivity, OEM expectations, distributor workflows, and lead-time communication.
• Ability to coordinate technical and commercial details across customers, sales, application engineering, product management, manufacturing, logistics, and quality.
• Strong discipline with ERP, CRM, order tracking, Excel, dashboards, and structured status reporting.
• Clear written and verbal communication with strong follow-through, professional judgment, and ownership under time pressure.
• Ability to balance customer urgency with manufacturing reality while communicating facts clearly and without ambiguity.  

What IMI Can Offer You   

At IMI, one of our top priorities is to create an inclusive culture of health. We strive to remove barriers to care (whether that be physical or financial) and in doing so, we offer choice for all your health and well-being needs.   

See below for a general overview of our amazing perks and benefits:  

• Multiple health plans to choose from: HMO, PPO, and High-Deductible Health Plans with a low-cost share 
• Best-in-class 401K plan with zero vesting and up to 6% contribution matching 
• 14-week maternity leave at full pay following one year of service (Adoption benefits are equivalent) 
• 4-week paternity leave at full pay following one year of service (Adoption benefits are equivalent) 
• Employee Resource Groups that offer community and support, like our Pride Network and Network of Women groups  
• PTO, encompassing inclusive holidays  
• Career Development opportunities (IMI’s ‘Catalyst’ Program) 
• Employer contribution for Health Savings Account, and in many cases free virtual telemedicine, and teletherapy. 
• Mental Health and wellness programs to support you and your family 
• Full suite of voluntary benefits to tap into, including but not limited to: Critical illness insurance, hospital indemnity, legal insurance, identity theft protection, and pet insurance or home & auto insurance through our discount advantage platform 
• Short & long-term disability as well as basic life insurance at 2x your basic salary at no cost to the employee 
• Free financial advisors, webinars, and classes through Charles Schwab 
• Annual Employee Stock Purchase Plan with option to purchase IMI shares at a reduced employee-only price - no opportunity to lose, only to profit or refund your investment 100%  

**Benefits plans change year over year, but we have guiding principles in place to ensure our employees have the tools and resources available to stay connected and up to date**  

Health & Safety  

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact the talent team to discuss the specific Work Conditions and Physical Requirements of this role.   

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.  

Code of Ethics  

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.  

Changes to This Job Description  

IMI may amend this job description in whole or part at any time.  

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.