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Customer Service Director (Heavy Equipment Industry)

Location: Waterloo, Iowa
Salary Range: $90,000 – $130,000

We are seeking an experienced Customer Service Director to join our leadership team in Waterloo, Iowa. This pivotal role is responsible for overseeing and enhancing the customer experience across parts, service, and warranty operations. The ideal candidate will bring a strong background in customer service management, excellent cross-functional leadership skills, and a deep understanding of operational processes to ensure the highest levels of customer satisfaction.

Position Summary:

As the Customer Service Director, you will lead a dedicated team responsible for delivering outstanding support to our customers. Your role involves managing daily operations, developing customer service strategies, and ensuring seamless collaboration between departments including Engineering, Operations, Supply Chain, Quality, and Sales. By leveraging your knowledge of our products and services, you’ll drive process improvements, resolve issues efficiently, and contribute to the company's ongoing success.

Key Responsibilities:

• Provide leadership and direction for the customer service team, overseeing Parts, Service, and Warranty operations.

• Ensure exceptional customer service for all incoming parts inquiries and requests.

• Develop and maintain pricing strategies for parts and service, aligning with revenue objectives.

• Manage scheduling and workflow for parts orders, service tasks, and warranty claims.

• Handle escalated customer issues, overseeing complaint resolution, follow-ups, and customer satisfaction.

• Administer the warranty process, including claim approvals/denials, benefit calculations, and customer communications. Maintain warranty spend within budget targets.

• Monitor service performance metrics, ensuring on-time delivery, customer satisfaction, and compliance with service level agreements.

• Prepare accurate quotes and process warranty registrations according to established guidelines.

• Analyze customer service trends, generate insightful reports, and recommend improvements for cost efficiency and operational effectiveness.

• Ensure smooth internal and cross-departmental workflows to support operational goals.

• Lead initiatives in continuous improvement, such as Lean, 5S, and Kaizen projects.

• Support training, development, and performance management for the customer service team.

• Contribute to the development and deployment of customer service systems and enhancements.

• Perform other duties as assigned to support the company’s operational objectives.

Required Qualifications:

• Bachelor’s degree or equivalent professional experience.

• 5+ years in Customer Service, Technical Sales, or Manufacturing Sales.

• Experience with warranty processes in the heavy equipment industry is highly desirable.

• Proven leadership skills with the ability to drive results through team collaboration.

• Strong organizational skills and the ability to manage multiple priorities simultaneously.

• Experience with customer service systems and process development.

• Solid problem-solving abilities with a focus on functional-level resolution.

• Strong commitment to delivering an outstanding customer experience.

• Excellent interpersonal, verbal, and written communication skills.

• Proficiency in computer applications and data management.

• Ability to plan proactively, think strategically, and lead cross-functional initiatives.

• Commitment to employee training, coaching, and development.