Director, Customer Service

Deutsche Post DHL Group•Irving, TX

23d

About The Position

The Director, Customer Service is a key member of the North American leadership team, responsible for post-installation service activities and customer service operations across the supply chain automation portfolio. This role drives Field Service operational excellence, ensures customer satisfaction and long-term service contract performance, and champions a culture of continuous improvement and innovation in the region. The Director acts as a strategic partner to executive leadership, ensuring alignment with Körber's business objectives and fostering collaboration across Engineering, Manufacturing, Quality, and Project Management. This position ensures service contracts are delivered on time and to quality standards, and partners across functions to keep the service organization at the forefront of innovation by leveraging digital tools to optimize processes. Your role in our team You will lead and mentor senior service managers and regional teams across North America, fostering high performance and collaboration. You will define and execute strategic vision for service operations, emphasizing digitalization and alignment with business objectives. You will oversee service operations including preventive maintenance, troubleshooting, emergency repairs, and continuous improvement initiatives. You will ensure compliance with SLAs, contractual obligations, and regulatory standards (OSHA, ISO, EHS). You will serve as executive escalation point for critical customer issues, driving rapid resolution and customer advocacy. You will build strong relationships with key customer stakeholders, internal partners, and executive leadership. You will analyze service metrics to identify trends and implement data-driven improvements for operational excellence. You will drive revenue growth through aftermarket sales, service offerings, and strategic partnerships. You will collaborate cross-functionally with Engineering, Product Management, and Operations to align services with market needs. You will promote a culture of safety, compliance, and customer-centricity across all service operations.

Requirements

You have a bachelor's degree in engineering or related field (or equivalent experience); 10+ years in service management with 5+ years in senior leadership; Lean/Six Sigma certification preferred; and the ability to travel 50%+
You are a strategic leader able to set and communicate a clear vision for service operations aligned with organizational growth and transformation goals.
You are a change Management professional with proven success driving organizational change, fostering agility, accountability, and breaking down silos across diverse teams.
You are customer-centric focused: Having a strong commitment to customer satisfaction and long-term partnerships, with experience resolving escalations and building trust.
You have demonstrated ability to mentor, coach, and develop high-performing teams, including succession planning and leadership pipeline growth.
You are analytical & data-driven: Skilled in interpreting complex service data, leveraging insights for continuous improvement and operational excellence.
You have the exceptional ability to engage with leadership, customers, and cross-functional teams; and are adept in negotiation and conflict resolution.
You have in-depth knowledge of automation, material handling, logistics systems, SCADA, PLC, and industrial controls integration.
You are skilled in digital & process transformation: Familiar with service management platforms (Salesforce, SAP), data analytics, and digitalization initiatives.
You are experienced in managing multi-site service operations, budgets, P&L, resource allocation, and risk management.

Responsibilities

Lead and mentor senior service managers and regional teams across North America, fostering high performance and collaboration.
Define and execute strategic vision for service operations, emphasizing digitalization and alignment with business objectives.
Oversee service operations including preventive maintenance, troubleshooting, emergency repairs, and continuous improvement initiatives.
Ensure compliance with SLAs, contractual obligations, and regulatory standards (OSHA, ISO, EHS).
Serve as executive escalation point for critical customer issues, driving rapid resolution and customer advocacy.
Build strong relationships with key customer stakeholders, internal partners, and executive leadership.
Analyze service metrics to identify trends and implement data-driven improvements for operational excellence.
Drive revenue growth through aftermarket sales, service offerings, and strategic partnerships.
Collaborate cross-functionally with Engineering, Product Management, and Operations to align services with market needs.
Promote a culture of safety, compliance, and customer-centricity across all service operations.