Technical Customer Service Manager

The Technical Customer Service Manager is responsible for overseeing the end-to-end customer experience, spanning order entry, fulfillment, delivery, and post-sale support, including technical service. This role bridges Customer Service and Technical/Warranty functions to ensure a seamless, responsive, and high-quality customer experience while driving operational efficiency, issue resolution, and continuous improvement.

What You Will Do

Lead and optimize the full customer lifecycle, oversee order entry, RGA and credit, and customer feedback processes, ensure accurate and timely order processing, and drive process improvements to enhance responsiveness, accuracy, and efficiency.

Why It Might Be a Fit

The ideal candidate will have proven leadership experience managing cross-functional teams, technical aptitude, and strong written and oral communication skills. They will be able to thrive in a fast-paced, cross-functional environment and make data-driven decisions.

Requirements

• Bachelor’s degree in Business, Engineering, or related field
• 7–10+ years of experience in customer service, technical service, warranty, or operations in a manufacturing environment
• Proven leadership experience managing cross-functional teams
• Experience in heavy-duty truck/trailer industry is strongly preferred
• Demonstrated skills using PC software including: Microsoft (Word, Excel, PowerPoint, Outlook, Teams)
• Technical aptitude with ability to interpret product performance and failure trends
• Ability to read and interpret Excel and PowerBI charts
• Data-driven decision-making and KPI management
• Strong written and oral communication skills
• Excellent communication and customer relationship skills
• Strong problem-solving and root cause analysis capability (e.g., 8D, Pareto)
• Ability to thrive in a fast-paced, cross-functional environment

Benefits

• We are an Equal Opportunity Employer
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law