Regional Customer Service Manager

Working at Watlow

Watlow is a global technology and manufacturing leader who provides world class engineering expertise through innovative thermal products and systems, enabling our customers to thrive. We are making a positive impact every day as our solutions enrich the lives of people everywhere. We have been providing breakthrough thermal solutions for nearly a century. Our corporate values guide us uncompromisingly to always do the right thing, continually learn and improve, respect everyone, and lead with service and humility.

About the Role

As the Regional Customer Service Manager at Watlow, you are responsible for overseeing a team across North America, with an indirect team globally. This position focuses on managing local personnel and customer-facing processes, ensuring the execution of policies and processes to deliver a superior customer experience. The manager will drive continuous improvement, team development, and collaboration while optimizing performance, budget, and service delivery across customer service and product support teams.

Your Key Responsibilities

• Serve as a Subject Matter Expert (SME) in customer service operations
• Manage daily operations and ensure alignment with business goals
• Interpret and implement policies, and solve complex problems
• Analyze trends, metrics, and customer feedback to improve service
• Lead process improvements and integrate new technologies
• Control budget, staffing, and expenses in line with the Annual Operating Plan (AOP)
• Foster collaboration, build relationships, and promote consensus within teams
• Coach and mentor team members, identifying development opportunities
• Partner with internal teams to drive customer success and act as the voice of the customer
• Oversee escalations, support procedural questions, and ensure service excellence
• Use business tools and Lean methodologies to optimize performance and service delivery
• Stay updated on product knowledge, compliance, and industry trends

Required Qualifications

• Bachelor's degree in a related field preferred, or equivalent years of experience
• 10+ years of leadership experience in customer service or a related field
• Experience working in a manufacturing environment
• Deep experience with ERP systems; MacPac experience preferred

Desired Qualifications

• Proven experience in driving strategy and aligning team goals with business objectives
• Strong background in leading and implementing continuous improvement projects (e.g., Lean, Six Sigma)
• Excellent communication and interpersonal skills, with the ability to collaborate across functions
• Experience managing teams in a multi-cultural environment
• Ability to analyze data and use insights to optimize customer service processes
• Adaptability to new technologies and systems to improve service delivery

Benefits: The Watlow Total Compensation Plan

The health, well-being and financial stability of you and your family is a high priority to us. The Watlow Total Rewards Plan includes competitive compensation and a full range of life and career enhancing benefits:

• Annual Achievement Award
• 401(k) plan that includes a company match on your contribution and an annual company contribution that is tied to company performance
• Wellness incentives
• Employee Personal Assistance Program
• Dental, medical, vision and short-term and long-term disability insurance
• Paid holidays, personal time, and vacation
• Parental leave
• Tuition reimbursement

Diversity & Inclusion

We proactively embrace diversity in all its dimensions across our company and cultivate a culture of inclusion and forward thinking that respects and reflects each team member's individual strengths, views, and experiences. Watlow takes pride in being an inclusive equal opportunity employer and considers for employment qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Please let us know confidentially if you need or require any special accommodations to participate in our recruiting process by emailing us at accommodations@Watlow.com.