Careers

Job Title: Customer Service Director
Location: Waterloo, Iowa
Salary: $90-130K

Job Summary of the Customer Service Director: The Customer Service Director plays a crucial role as a member of our esteemed leadership team. This position is primarily responsible for maintaining exceptional customer service in the areas of parts, service, and warranty. By utilizing deep knowledge of our company's products and programs and collaborating with team members from Engineering, Operations, Supply Chain, Quality, and Sales departments, the Customer Service Director ensures that our customers receive unparalleled service.

Job Duties & Responsibilities of the Customer Service Director:

• Overall leader and process manager for the customer service team, encompassing Parts, Service, and Warranty functions.
• Ensure friendly and efficient customer service for all incoming 'parts calls'.
• Establish and maintain pricing logic for parts and service, ensuring optimal revenue generation.
• Lead, manage, and communicate the scheduling of parts, service, and warranty work throughout the operation.
• Resolve customer dissatisfaction by overseeing the receipt, investigation, evaluation, and settlement of complaints and claims, personally handling challenging situations.
• Lead, manage, and oversee the warranty process; evaluate incoming documentation to approve or deny warranty claims based on policy definition, calculate benefit due, and initiate payment or compose denial letters. Maintain warranty claims within the sales budget.
• Monitor programs and procedures to ensure on-time delivery, customer satisfaction, and sales achievement. This includes registering customer service/warranty calls, tracking response time to resolution, compiling warranty and financial data, and monitoring service level agreements.
• Create quotes and register warranties in accordance with established procedures.
• Generate reports to identify customer service and warranty issues by analyzing information and trends, recommending changes for cost reduction and operational efficiency.
• Maintain inter- and intradepartmental workflow.

Education & Experience Requirements of the Customer Service Director:

• Bachelor's degree or equivalent experience.
• 5+ years of experience in Customer Service, Technical Sales, or Manufacturing Sales. Additional experience is a plus.
• Experience working in warranty for the heavy equipment industry is desirable.
• Demonstrated ability to lead and drive results through others.
• Assist with continuous process improvement by leading and participating in projects such as lean, 5-S, and Kaizen.
• Perform any other tasks assigned to support and improve overall operations.
• Responsible for directing, delegating, supervising, organizing, and planning.
• Ability to think ahead and plan effectively.
• Excellent organizational and time management skills.
• Experience in customer service systems development and deployment.
• Ability to analyze and resolve problems at a functional level.
• Responsible for employee training and development.
• Strong customer orientation.
• Excellent interpersonal and communication skills.
• Strong computer proficiency.