Global Head of Aftermarket Customer Service

The Head of Customer Service will lead MPP Aftermarket’s global execution of customer service operations. This role owns the customer interface for quote and order management and is accountable for responsiveness, accuracy, backlog health, and customer satisfaction across the end-to-end order lifecycle. As part of Aftermarket Operations, this role drives consistent service execution and operational excellence through performance against key customer service KPIs. Job Duties and Responsibilities Lead and manage the global customer service organization, including performance management, coaching, capability development, and workload balancing Lead global customer service execution for aftermarket quote and order management across all MPP Aftermarket sites Own the customer interface throughout the order lifecycle, from quotation through order fulfillment and delivery confirmation Deliver accurate and timely quotes, balancing speed, quality, and commercial discipline Ensure clean order entry and order promise integrity, enabling reliable downstream execution Proactively manage order backlog health, including visibility, prioritization, and escalation of risks to customer commitments Keep dealers informed on backlog and order status, providing clear visibility into upcoming deliveries Support onboarding of new dealers along with the Sales Director, ensure smooth transition of aftermarket processes and service expectations Manage intercompany orders across all MPP Aftermarket sites to support clean internal execution Lead customer communication and escalation management, ensuring clear ownership, timely updates, and resolution of service issues Partner with Logistics & Warehousing, Procurement, and Site Directors to resolve execution issues and protect customer commitments Drive customer service performance against agreed KPIs, including response time, accuracy, backlog health, and customer satisfaction Provide operational feedback to Business Solutions on system, process, and data effectiveness from an execution standpoint Travel Up to 25% of international travel may be required for this position. Qualifications Preferred Education/Training: Bachelor’s degree in business, operations, supply chain or equivalent experience Experience: 5+ years of experience in customer service, aftermarket operations, inside sales, or related operational roles. Knowledge, Skills, Abilities: A team mindset and the ability to quickly establish strong working relationship with internal stakeholders & external advisers. Experience leading global or multi‑site teams. Demonstrated ability to build scalable processes, KPIs, and support infrastructure. Excellent communication, decision‑making, and stakeholder management skills. Strong leadership and relationship building skills, a bias for action and detail-oriented behavior is required. #J-18808-Ljbffr