Director, Customer Service & Support

Job Description

Job Description

Purpose of the Role:  The Director of Customer Service & Support (CSS) at SencorpWhite, Inc. provides strategic and operational leadership for the company’s customer service and support organization, including Field Service, Installation, Technical Support, Dispatch, Aftermarket Sales, Parts, Modifications and Upgrades. This role is accountable for CSS growth, profitability, operational performance, customer satisfaction, and the development of a highly performing service organization.

Key Responsibilities

• Lead the overall operations of Field Service, Installation, Technical Support, Dispatch, Aftermarket Sales, Parts, Modifications and Upgrades.
• Develop and execute the CSS strategic plan to drive profitable growth, operational excellence, customer satisfaction, and achievement of company objectives.
• Own CSS financial performance, including revenue, gross margin, operating expenses, budgeting, forecasting, service profitability, and review of billable service and parts activity.
• Drive growth of aftermarket parts, service agreements, modifications, upgrades, and other recurring revenue opportunities across the installed customer base.
• Lead, develop, and hold CSS teams accountable for performance while overseeing staffing, organizational structure, territories, resources, talent development, and succession planning.
• Establish and monitor KPIs, customer feedback, and service trends to drive continuous improvement in customer satisfaction, response time, first-time fix rate, utilization, backlog, on-time completion, contract performance, profitability, and overall service delivery.
• Oversee service programs, agreements, proposals, reporting, and commercial commitments to ensure customer requirements, profitability, and service-level commitments are met.
• Manage key customer and vendor relationships and serve as the escalation point for complex customer, service, installation, equipment, and site-specific issues.
• Partner with Sales and Business Development on customer commitments, service requirements, problem sites, installed-base opportunities, and equipment lifecycle support.
• Partner with Engineering, Controls, Software, Operations, Quality, Supply Chain, Finance, and other functions to resolve customer and operational issues and establish effective support, escalation, and transition processes.
• Drive continuous improvement of CSS processes, systems, and technology to improve efficiency, visibility, scalability, and the customer experience.
• Ensure effective coordination of field resources, parts, inventory, and materials required to support installations, service calls, repairs, punch-list activities, modifications, upgrades, and other customer requirements.
• Provide leadership for CSS-related safety initiatives and ensure compliance with customer contracts, service-level commitments, company policies, and applicable safety and regulatory requirements.
• Travel up to 25% as required.

Qualification Requirements 

• Bachelor’s degree in Business Administration, Management, Engineering, Operations Management, or a related field; advanced degree preferred.
• 10+ years of progressive leadership experience in customer service, field service, aftermarket, or technical service operations, preferably within an industrial equipment, automation, or manufacturing environment.
• Demonstrated experience leading a multi-functional and geographically dispersed service organization.
• Demonstrated experience driving process improvement and operational change within a service organization.
• Proven P&L management experience, including budgeting, forecasting, service profitability, and profitable revenue growth.
• Strong commercial acumen with experience in aftermarket parts, service agreements, contracts, modifications, and upgrades.
• Strong understanding of field service operations, including resource planning, utilization, service delivery, parts support, and customer contracts.
• Proven ability to lead and develop teams, manage complex customer escalations, and build strong customer relationships.
• Strong analytical, problem-solving, organizational, and decision-making skills.
• Excellent communication and collaboration skills with demonstrated ability to lead cross-functional initiatives.
• Experience using metrics-based management and Salesforce or a comparable CRM/service management platform.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. The description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.