Customer Service Manager

Job Description

Job Description

Description

The Customer Service Lead will oversee and manage our field service technicians and parts sales team. This role is critical in ensuring the delivery of high-quality service and customer satisfaction and strengthening Wellons’ aftermarket parts and services offering, creating a scalable service model, and reinforcing the company’s reputation for quality and reliability. The Customer Service Manager will play a key role in driving both customer loyalty and long-term revenue growth. The ideal candidate will have a strong background in customer service and sales for an OEM and a proven track record of leadership and success in similar roles.

Key Responsibilities and Duties

Leadership & Management:

Lead, mentor, and develop the field service technicians and parts sales team (14 total in multiple states)

Foster a collaborative and high-performance culture within the teams.

Set clear performance goals and provide regular feedback to team members.

Customer Service:

Ensure the highest level of customer satisfaction by overseeing the customer support and service processes.

Effective direct contact with customers before, during, and after sales, as well as with all personnel involved

Develop and maintain relationships with existing customers

Identify and develop relationships with potential new customers

Address and resolve escalated customer issues promptly and effectively.

Develop and implement Training tools and processes to deliver to our customers.

Develop and implement customer service policies and procedures.

Champion the development and roll out of paid Customer Service contracts to our customers.

Parts Sales Management:

Drive parts sales, retrofits and rebuild initiatives and strategies to achieve sales targets.

Develop and maintain strong relationships with customers at the Mill Level.

Analyze sales data and market trends to identify growth opportunities.

Review estimates and proposal to ensure they meet margin objectives

Operational Excellence:

Streamline and optimize service delivery processes to enhance efficiency and effectiveness.

Implement KPI’s to measure and report performances on a department and individual level.

Ensure compliance with industry standards and regulations.

Collaboration & Communication:

Work closely with other departments to ensure alignment and coordination of efforts.

Communicate effectively with internal and external stakeholders, including customers, team members, and upper management.

Prepare and present reports on team performance, project status, and customer satisfaction.

Skills

Customer service, Mechanical, Electrical, Field service, Supervisory skills, costing, estimating, electrical engineering, mechanical engineering, forestry, biomass

Top Skills Details

Customer service, Mechanical, Electrical, Field service, Supervisory skills, costing, estimating

Additional Skills & Qualifications

Required:

Experience in Customer Satisfaction, Customer Service Management, and Customer Support

Proven leadership and team management experience

Strong Analytical Skills to review and interpret customer feedback and operational data

Exceptional Communication skills, including verbal and written, to interact effectively with customers and internal teams

Strong financial acumen, including Costing and Estimating.

Excellent communication, negotiation, and organizational skills.

Proficiency using CRM software and ERP systems.

Preferred:

Bachelor’s degree in business administration, mechanical or electrical engineering.

Knowledge of the forest products or biomass industry

Key Competencies:

Financial management and cost control

Contract administration

Customer-focused mindset

Process improvement orientation

Knowledge/experience of the Forest Products Industry preferred

Familiarity with biomass energy systems and/or lumber dry kiln systems

Proficient in speaking, reading and writing in English language

Ability to travel up to 30%, and work hours outside of routine schedule as required to support projects

Supportive and encouraging

Experience Level

Expert Level

This is a Permanent position based out of Vancouver, WA.

The pay range for this position is $90000.00 - $115000.00/yr.

Vacation: 3 weeks Sick Time: 5 days Employee Benefits: Medical, Dental, Vision, Life Insurance Retirement Plan: Employee contributed 401(k) and Profit Sharing

This is a fully onsite position in Vancouver,WA.

This position is anticipated to close on Jul 2, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.