Director of Customer Service – Americas

Cold Jet•Loveland, OH

4d•Hybrid

About The Position

The Director of Customer Service is a high-impact leadership role responsible for transforming the customer life cycle into a competitive advantage. You will lead a regional team to deliver world-class support across the Americas while functioning as a strategic engine for aftermarket revenue growth. By understanding deep customer loyalty and optimizing service-to-sales workflows, you will think globally about driving operational excellence and reinforce our position as an industrial manufacturing leader. The Director of Customer Service manages customer service and support teams to serve customer needs efficiently and professionally. This role proactively builds customer relationships, manages regional P&L, and partners with the sales team to increase revenue across the Americas.

Requirements

BS/BA degree in Business, Engineering, Communications, or a related technical area of study; MBA or advanced technical degree preferred.
5+ years of leadership experience (10+ years of total diverse experience preferred) in customer service or aftermarket sales within capital equipment or industrial technology sectors.
Demonstrated success managing a regional business unit or department budget to a strict revenue and profit P&L.
Proven capability in leveraging CRM/analytics tools to segment complex B2B customer databases and build customized retention programs.
Advanced skills in closing service contracts, managing order processing, and resolving high-stakes commercial disputes.
High proficiency in modern CRM and ERP systems, with the ability to translate technical data into business strategy.
Ability to synthesize complex datasets into actionable "Value-Added" reporting for executive leadership.
Excellent written and verbal communication skills; multi-lingual capabilities are highly preferred to navigate diverse regional landscapes.
Culturally agile and curious, with a deep understanding of business etiquette and regulations across the Americas.
Prepared for intensive regional and international travel (up to 50%) to engage with teams and customers on-site.
A high-energy, assertive, and mature leader who thrives in a fast-paced, "do what it takes" environment.

Nice To Haves

MBA or advanced technical degree preferred.
Multi-lingual capabilities are highly preferred to navigate diverse regional landscapes.

Responsibilities

Define and execute a regional customer segmentation framework based on industry vertical, fleet size, purchasing behavior, and lifetime value (LTV).
Establish differentiated service models, response times, and support tiers mapped directly to specific customer segments (e.g., Tier-1 Strategic Accounts vs. Mid-Market vs. Independent Operators).
Align internal support team capacity, tech support resources, and spare parts prioritizing strategies with high-value segments to maximize retention and profitability.
Continuous mapping and auditing of the customer journey for each segment to eliminate friction points and identify growth opportunities.
Direct the regional P&L with a focus on aggressive growth and margin retention for spare parts, consumables, and accessories.
Standardize, market, and sell structured Tiered Service Agreements and extended maintenance plans to secure recurring revenue.
Shift the team from reactive support to proactive relationship management, utilizing predictive analytics to anticipate equipment refurbishing cycles.
Develop monthly, data-driven marketing campaigns using customer data to feature targeted calls to action and maximize conversion.
Develop KPIs and incentive structures that reward team members for both service excellence and passing qualified leads to regional sales teams.
Conduct high-level site visits across the Americas to solidify relationships with Tier-1 industrial accounts.
Recruit, mentor, and retain a high-performing team of Customer Service Managers, Relationship Coordinators, and Consultants.
Leverage CRM and ERP data to provide real-time visibility into department performance, customer health, and market trends.
Track and report on customer feedback to drive efficiency, productivity, and training adjustments.