Manager, Customer Service Desk

GENERAL DESCRIPTION / PURPOSE:

The Manager, Customer Service is responsible for leading a centralized team that supports both aftermarket customers and OEM machine sales by providing technical and nontechnical assistance related to parts, configurations, inventory availability, lead times, and quotations. This role ensures alignment across service, sales, engineering, supply chain, and operations while driving efficiency, accuracy, and a highquality customer experience

ESSENTIAL JOB FUNCTIONS:

• Lead, manage, and develop a combined aftermarket and sales engineering support team, ensuring consistent service delivery and operational excellence.
• Own prioritization of all Customer Service Desk (CSD) requests, balancing workload distribution to meet business and customer needs.
• Serve as the primary escalation point for complex customer and internal issues, ensuring timely and effective resolution.
• Establish, implement, and maintain standardized processes for quotations, part lists, and technical inquiries.
• Partner crossfunctionally with Sales, Engineering, Supply Chain, Operations, and global subsidiaries to align priorities and improve endtoend service delivery.
• Define, track, and report key performance indicators (KPIs), including turnaround time, accuracy, and customer satisfaction.
• Identify training and development needs; coach and support team members to build technical capability and customer service excellence.
• Oversee documentation standards and support the development and maintenance of a centralized knowledge base.
• Promote continuous improvement initiatives to enhance efficiency, quality, and customer outcomes.

People Leadership Responsibilities

• Provide direct people leadership to Customer Service Desk team members, including onboarding, coaching, performance feedback, and ongoing development.
• Establish clear performance expectations aligned to service standards, operational priorities, and customer experience objectives.
• Monitor individual and team performance; address performance issues in a timely, consistent, and constructive manner.
• Support employee engagement, skill development, and crosstraining to ensure adequate coverage and continuity of service.
• Partner with Human Resources on talent matters including performance management, employee relations, workforce planning, and succession needs.
• Foster a culture of accountability, collaboration, and continuous improvement.