Associate Director - Customer Service

Linde•Youngstown, OH

3d•Onsite

About The Position

The Associate Director - Customer Service leads safety, operational compliance, and service delivery across two service centers. The role translates regional priorities into operating plans and establishes expectations for safety, quality, productivity, cost, and customer responsiveness. It oversees staffing and technical capabilities, customer supply system installations and maintenance, equipment refurbishment, warehouse controls, inventory accuracy, and material availability. The position manages operating budgets and controllable costs, partners with sales and engineering on customer projects, and leads cross-functional responses to complex customer concerns. It also standardizes processes across both centers, improves service reliability and productivity, and provides regular performance, staffing, customer, project, and improvement updates to the Northeast Operations Director. The role requires approximately 25–50% travel between service centers and customer locations, regular on-site presence at both centers, and availability outside regular hours for urgent matters.

Requirements

At least 10 years of progressively responsible experience in industrial operations, technical service, customer supply systems, or a related industry.
At least 3 years of management experience with responsibility for supervisors, technical teams, or multiple operating functions.
Demonstrated ability to lead teams, develop leaders, and manage competing operational priorities.
Experience managing budgets, labor costs, productivity, and operating performance.
Working knowledge of equipment installation, maintenance, refurbishment, or comparable technical service operations.
Strong problem-solving, communication, and cross-functional collaboration skills.
Ability to manage escalated customer issues and coordinate timely, effective resolutions.
Ability to travel approximately 25–50% between service centers and customer locations, including regular on-site presence at both centers.
Availability during off-hours to support urgent customer and operational matters.

Nice To Haves

Bachelor’s degree in Engineering, Business, Operations Management, or a related field preferred.
Experience overseeing multiple locations or geographically dispersed teams preferred.
Industrial gas experience, including familiarity with cryogenic equipment and customer supply systems, preferred.
Experience partnering with sales and engineering on technical solutions, project planning, and cost estimates preferred.

Responsibilities

Lead safety and operational compliance across both centers, reinforcing accountability and compliance with applicable requirements and company policies.
Translate regional priorities into operating plans and set expectations for safety, quality, productivity, cost, and customer responsiveness.
Coach and develop superintendents and functional leaders; address staffing, performance management, training, and succession needs.
Coordinate staffing, technical capabilities, equipment, and materials across both centers to meet customer needs and balance workloads.
Oversee customer supply system installations, preventive and corrective maintenance, equipment removals, and refurbishment.
Manage operating budgets and controllable costs, including labor, overtime, materials, and outside services, and implement corrective actions for financial and performance gaps.
Partner with sales and engineering on site surveys, technical requirements, project scope, cost estimates, and installation planning.
Lead cross-functional resolution of complex customer concerns, address recurring issues, and communicate priorities and progress to stakeholders.
Oversee equipment refurbishment, warehouse controls, inventory accuracy, and material availability.
Standardize processes across both centers, share effective practices with other regions, and improve service reliability, project execution, and productivity.
Provide regular updates to the Northeast Operations Director on performance, staffing, customer issues, project status, and improvement initiatives.
Travel approximately 25–50% between service centers and customer locations, maintain regular on-site presence at both centers, and be available off-hours for urgent customer and operational matters.