Director of Customer Service - AmericasThe Director of Customer Service is a high-impact leadership role responsible for transforming the customer life cycle into a competitive advantage. You will lead a regional team to deliver world-class support across the Americas while functioning as a strategic engine for aftermarket revenue growth. By understanding deep customer loyalty and optimizing service-to-sales workflows, you will think globally about driving operational excellence and reinforce our position as an industrial manufacturing leader.
Position SummaryThe Director of Customer Service manages customer service and support teams to serve customer needs efficiently and professionally. This role proactively builds customer relationships, manages regional P&L, and partners with the sales team to increase revenue across the Americas.
Key Stakeholders & CollaborationThis role operates cross-functionally to align service delivery with company goals. You will work directly with:
- Engineering & Quality Mgt: To build a robust feedback loop driving product reliability and R&D innovation.
- Purchasing, Inventory Specialists, & Vendors: To optimize parts availability and streamline supply chains.
- Finance: To manage budgets, pricing strategies, and P&L performance.
- Marketing: To develop targeted B2B campaigns that generate aftermarket opportunities.
- Project Managers: To ensure seamless delivery of capital equipment and complex service solutions.
- Customers: To resolve high-stakes escalations and secure long-term brand loyalty.
Position ResponsibilitiesCustomer Segmentation Strategy- Data-Driven Segmentation: Define and execute a regional customer segmentation framework based on industry vertical, fleet size, purchasing behavior, and lifetime value (LTV).
- Tailored Service Level Agreements (SLAs): Establish differentiated service models, response times, and support tiers mapped directly to specific customer segments (e.g., Tier-1 Strategic Accounts vs. Mid-Market vs. Independent Operators).
- Resource Optimization: Align internal support team capacity, tech support resources, and spare parts prioritizing strategies with high-value segments to maximize retention and profitability.
- Segment-Specific Journey Mapping: Continuous mapping and auditing of the customer journey for each segment to eliminate friction points and identify growth opportunities.
Revenue Generation & Aftermarket Growth- Commercial Strategy: Direct the regional P&L with a focus on aggressive growth and margin retention for spare parts, consumables, and accessories.
- Tiered Service Agreements: Standardize, market, and sell structured Tiered Service Agreements and extended maintenance plans to secure recurring revenue.
- Proactive Engagement: Shift the team from reactive support to proactive relationship management, utilizing predictive analytics to anticipate equipment refurbishing cycles.
- B2B Marketing Campaigns: Develop monthly, data-driven marketing campaigns using customer data to feature targeted calls to action and maximize conversion.
- Incentive Alignment: Develop KPIs and incentive structures that reward team members for both service excellence and passing qualified leads to regional sales teams.
- Key Account Management: Conduct high-level site visits across the Americas to solidify relationships with Tier-1 industrial accounts.
Operational Leadership & Administration- Talent Development: Recruit, mentor, and retain a high-performing team of Customer Service Managers, Relationship Coordinators, and Consultants.
- Digital Integration: Leverage CRM and ERP data to provide real-time visibility into department performance, customer health, and market trends.
- Continuous Improvement: Track and report on customer feedback to drive efficiency, productivity, and training adjustments.
Position RequirementsEducation & Experience- Academic Background: BS/BA degree in Business, Engineering, Communications, or a related technical area of study; MBA or advanced technical degree preferred.
- Proven Track Record: 5+ years of leadership experience (10+ years of total diverse experience preferred) in customer service or aftermarket sales within capital equipment or industrial technology sectors.
- Financial Acumen: Demonstrated success managing a regional business unit or department budget to a strict revenue and profit P&L.
Skill Competencies- Segmentation & Lifecycle Management: Proven capability in leveraging CRM/analytics tools to segment complex B2B customer databases and build customized retention programs.
- Commercial Savvy: Advanced skills in closing service contracts, managing order processing, and resolving high-stakes commercial disputes.
- Technical Literacy: High proficiency in modern CRM and ERP systems, with the ability to translate technical data into business strategy.
- Analytical Prowess: Ability to synthesize complex datasets into actionable "Value-Added" reporting for executive leadership.
- Communication: Excellent written and verbal communication skills; multi-lingual capabilities are highly preferred to navigate diverse regional landscapes
Behavioral Traits- Global Mindset: Culturally agile and curious, with a deep understanding of business etiquette and regulations across the Americas.
- Mobility: Prepared for intensive regional and international travel (up to 50%) to engage with teams and customers on-site.
- Resilience: A high-energy, assertive, and mature leader who thrives in a fast-paced, "do what it takes" environment.
