Director of Customer Service

Director of Customer Service

Location: Elmhurst, Illinois (Limited Hybrid) Compensation: $140,000 – $160,000 Base Salary ($155,000 – $175,000 OTE) Travel: Up to 30% domestic travel (US, Canada, Mexico) with infrequent international travel to Germany Industry: Industrial Manufacturing / Web Processing / Printing & Packaging

Why This Role Stands Out

• High operational autonomy to shape, mentor, and elevate a technical service department.
• Direct impact on overall customer satisfaction and brand reputation across North America.
• Leadership culture to lead, implement new systems, and innovate without micro-management.

About the Company

The organization is a leading innovative manufacturer of quality assurance systems for the global web processing industry. With primary North American operations based in Illinois and Wisconsin, the company delivers industry-leading solutions and technical support to keep high-stakes manufacturing lines running smoothly. Known for high engineering standards and collaborative global corporate roots, the business pairs cutting-edge technology with dedicated customer care.

Key Responsibilities

• Direct, coordinate, and supervise the North American service team, managing direct and indirect technicians and support staff.
• Oversee technician scheduling tools and manage service visits for field operations, customer support, and sales alignment.
• Serve as the key operational point of contact to professionally arbitrate and resolve escalated customer issues.
• Propose, design, and implement new procedures, software, and training programs to build a proactive, top-performing technical support team.
• Manage administrative customer processes, including RFQs, quoting, invoicing, PO processing, credits, repairs, and returns.
• Maintain regular communication and operational coordination with global corporate partners in Germany.

Qualifications (Must-Haves)

• 5+ years of experience leading and managing a technical customer service team.
• 3+ years of hands-on experience as a field service technician.
• Demonstrated ability to read mechanical drawings and electrical diagrams.
• Assertive leadership style with strong business communication and logical problem-solving skills.
• Solid grasp of administrative operations, scheduling tools, and corporate compliance/governance standards.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

Preferred Qualifications (Nice-to-Haves)

• Bachelor's degree in a related technical or business field (or equivalent extensive industry experience).
• Background in the printing, packaging, web processing, or industrial machinery manufacturing industries.
• Project Management Professional (PMP) certification.

Compensation & Benefits

• Base Salary: $140,000 – $160,000 annually
• On-Target Earnings (OTE) / Bonus Structure: $15,000 KPI-based performance bonus (~$155,000 – $175,000 total OTE)
• Benefits: Comprehensive Medical, Dental, and Vision coverage, 401(k), paid time off, and standard company holiday closures
• Additional Perks: Company-sponsored PMP certification funding, flexible "limited hybrid" work arrangements, and high operational latitude

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, or veteran's status.

Applicants with a disability or a disabled veteran may request a reasonable accommodation if he/she is unable or limited in his/her ability to access job openings or apply for a job on our website as a result of his/her disability. The applicant may request reasonable accommodations by contacting us at View phone number on click.appcast.io.