Manager, Customer Service Desk

REF199S GENERAL DESCRIPTION / PURPOSE: The Manager, Customer Service is responsible for leading a centralized team that supports both aftermarket customers and OEM machine sales by providing technical and non‑technical assistance related to parts, configurations, inventory availability, lead times, and quotations. This role ensures alignment across service, sales, engineering, supply chain, and operations while driving efficiency, accuracy, and a high‑quality customer experience ESSENTIAL JOB FUNCTIONS: Lead, manage, and develop a combined aftermarket and sales engineering support team, ensuring consistent service delivery and operational excellence. Own prioritization of all Customer Service Desk (CSD) requests, balancing workload distribution to meet business and customer needs. Serve as the primary escalation point for complex customer and internal issues, ensuring timely and effective resolution. Establish, implement, and maintain standardized processes for quotations, part lists, and technical inquiries. Partner cross‑functionally with Sales, Engineering, Supply Chain, Operations, and global subsidiaries to align priorities and improve end‑to‑end service delivery. Define, track, and report key performance indicators (KPIs), including turnaround time, accuracy, and customer satisfaction. Identify training and development needs; coach and support team members to build technical capability and customer service excellence. Oversee documentation standards and support the development and maintenance of a centralized knowledge base. Promote continuous improvement initiatives to enhance efficiency, quality, and customer outcomes. People Leadership Responsibilities Provide direct people leadership to Customer Service Desk team members, including onboarding, coaching, performance feedback, and ongoing development. Establish clear performance expectations aligned to service standards, operational priorities, and customer experience objectives. Monitor individual and team performance; address performance issues in a timely, consistent, and constructive manner. Support employee engagement, skill development, and cross‑training to ensure adequate coverage and continuity of service. Partner with Human Resources on talent matters including performance management, employee relations, workforce planning, and succession needs. Foster a culture of accountability, collaboration, and continuous improvement. REQUIRED QUALIFICATIONS: Education Bachelor’s Degree in Engineering or a related field. Experience: Minimum of 8 years of experience in customer service, technical support, or commercial operations. At least 3 years of experience in a supervisory or leadership role. Skills & Competencies : Strong leadership, communication, and interpersonal skills. Demonstrated technical aptitude with the ability to understand parts, systems, and configurations. Experience working with ERP and CRM systems. Strong problem‑solving skills with a process‑improvement mindset. PREFERRED QUALIFICATIONS: degree or advanced technical degree. Five or more years of leadership experience. Experience leading cross‑functional teams. Background in industrial, manufacturing, or equipment‑based environments. Exposure to Lean or continuous improvement methodologies. Or equivalent combination of education and experience 12+ years of experience including 3 years in a supervisory/leadership role PRE-EMPLOYMENT REQUIREMENTS: This position requires successful completion of the following: Social Security Verification: The individual’s name must correspond to their Social Security number and date of birth. Nationwide, federal and state, multi-county criminal background check. Up to a seven-year history is considered. Drug and Alcohol Testing: All applicants must successfully pass a pre-employment drug and alcohol test. Employees in safety-sensitive positions are subject to random, reasonable suspicion, and post-incident drug and/or alcohol testing in compliance with federal regulations and company policy. Employment Verification: Current and prior relevant employment experience will be verified to confirm the candidate meets the minimum required years of experience for the position. Education Verification: Post-secondary education at the associate degree level or higher will be verified, including degree(s) earned and dates of completion. WORKING CONDITIONS: The physical demands described here are representative of th