Customer Service Manager

Join TLD and Lead Customer Support Excellence

TLD is seeking an experienced Customer Service Manager (CSM) to lead and manage customer support operations throughout the West Region. As a key member of the regional leadership team, the Customer Service Manager is responsible for organizing, supporting, and managing all customer support activities while ensuring alignment with TLD Service Standards and Group policies.

This role oversees Area Service Technicians (ASTs) and third-party service partners while driving service performance, customer satisfaction, quality standards, and operational excellence. The Customer Service Manager serves as a critical link between customers, field service teams, spare parts operations, and manufacturing facilities to ensure responsive, high-quality support.

What You'll Do

Customer Support Leadership

• Support customers throughout the assigned territory and help establish TLD customer support as a key differentiator in the marketplace.
• Oversee and manage the operational execution of all service-related activities.
• Monitor service performance and maintain accountability for key service KPIs, including TOC, TIR, and TAT.
• Work closely with internal teams, factories, spare parts operations, customers, and third-party service providers to ensure successful service delivery.
• Ensure compliance with service standards, quality requirements, and audit expectations.
• Participate in group and cross-functional projects that support ongoing business improvement initiatives.

Team Management & Development

• Lead and manage the Area Service Technician (AST) team.
• Supervise and oversee third-party service activities within the region.
• Participate in hiring, evaluating, training, and developing team members.
• Coach and develop direct reports while fostering continuous improvement.
• Ensure employees maintain the technical competency necessary to support TLD equipment and customers.
• Prepare and manage the department's annual budget, including cost allocation and invoicing controls.

Service Operations

• Manage service activities through TLD systems and modules including TOC, CSR, WC, SB, and PDC.
• Oversee the commissioning of TLD equipment.
• Ensure warranty claims are handled efficiently and within the shortest possible time.
• Coordinate implementation of required service bulletins and company-directed service actions.
• Partner with internal and external stakeholders to minimize customer equipment downtime at a reasonable cost.
• Provide actionable feedback to factory teams through Product Defect Claims (PDC) and other service channels.
• Coordinate customer and employee training programs as needed.
• Maintain regular communication with customers and TLD entities regarding ongoing and future service activities.

Third-Party Service Management

• Support the selection and qualification of new service partners.
• Ensure third-party personnel receive appropriate training on TLD equipment and service expectations.
• Conduct and monitor formal audits of service partners throughout the territory.

Performance & Quality Management

• Maintain and regularly update service management systems and modules.
• Establish team performance goals and ensure achievement of objectives.
• Report monthly service performance results and conduct service reviews.
• Review service documentation and ensure proper filtering and closure processes are followed.
• Promote and support root cause analysis and continuous improvement initiatives.

Collaboration Across the Organization

• Contribute to cross-functional and group-wide projects.
• Maintain effective communication with factory teams and TLD leadership involved in customer support activities.
• Participate in the annual International Customer Meeting.

Qualifications

Required

• Bachelor's degree or higher in a technical field.
• Minimum of five (5) years of experience in a similar position.
• Full proficiency in English.
• Strong customer focus with the ability to work autonomously and efficiently manage multiple priorities.
• Ability to perform effectively in a fast-paced environment and handle stressful situations professionally.

Preferred

• Knowledge of Ground Support Equipment (GSE) products.
• Familiarity with aviation and aerospace environments and industry standards.

Why Join TLD?

At TLD, you'll have the opportunity to lead customer service operations that directly support critical airport and ground support equipment operations. You'll work closely with customers, service professionals, manufacturing teams, and leadership while helping drive operational excellence and customer satisfaction across the region.

If you're a customer-focused leader with a strong technical background and a passion for service operations, we'd love to hear from you!

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