Technical Customer Service Manager

Position Purpose:

The Technical Customer Service Manager is responsible for end-to-end oversight and continuous improvement of the customer experience, spanning order entry, fulfillment, delivery, and post-sale support including technical service. This role bridges Customer Service and Technical/Warranty functions to ensure a seamless, responsive, and high-quality customer experience while driving operational efficiency, issue resolution, and continuous improvement.

This position supports Trailer customers and spans cross-divisional coordination across Trailer, VTG, and BWE product lines to ensure a consistent, aligned approach to customer service strategies.

Essential Functions:

1. End-to-End Customer Experience Ownership

• Lead and optimize the full customer lifecycle: order entry, order management, delivery performance, issue resolution, and warranty support
• Ensure alignment and coordination across Customer Service, Operations, Engineering, Manufacturing plants and Outside sales
• Monitor customer satisfaction trends and proactively address gaps in service or performance
• Serve as the escalation point for critical customer issues and ensure timely resolution

2. Customer Service & Order Management Leadership

• Oversee order entry, RGA and credit, and customer feedback processes
• Ensure accurate, timely order processing and proactive communication of delivery status
• Lead teams responsible for resolving order-related issues (pricing, invoicing, availability, logistics)
• Drive process improvements to enhance responsiveness, accuracy, and efficiency

3. Customer Quality Oversight

• Provide leadership and oversight for customer quality performance through management of Customer Quality Engineer
• Establish clear expectations and accountability to ensure timely responses for root cause analysis and corrective actions, PPAP submissions to meet customer needs and drive continual improvement for both OEM and end users
• Ensure consistent communication and follow-through on all quality-related issues to reinforce customer confidence and satisfaction

4. Technical Service & Warranty Management

• Lead technical service and warranty functions and establish clear expectations to ensure effective support for field issues and product performance concerns
• Oversee warranty claim process including resolution, root cause analysis, and disposition for Trailer products including brake & wheel-end and Vehicle Technology Group (VTG components
• Partner with Field Service, Customer Service, Engineering and Quality to identify trends and implement corrective actions
• Ensure effective field issue tracking, reporting, and closure processes

5. Continuous Improvement & Analytics

• Establish KPIs across customer operations (OTD, order accuracy, claim cycle time, resolution time, warranty cost, customer satisfaction)
• Analyze trends in complaints, returns, and warranty to identify systemic issues
• Lead cross-functional initiatives to improve processes, reduce warranty spend, and enhance customer experience
• Implement standard work, tools, and reporting mechanisms to drive operational excellence

6. Cross-Functional Leadership

• Act as the central point of coordination between Sales, Engineering, Manufacturing, Supply Chain, and Finance
• Drive alignment on priorities, issue resolution, and customer commitments
• Support new product launches with readiness across customer service, technical support, and warranty processes
• Influence product and process improvements based on customer feedback and field data

7. Team Leadership & Development

• Lead, coach, and develop a team across customer service, technical service and warranty functions
• Establish clear performance expectations, metrics, and development plans
• Foster a customer-focused, problem-solving culture
• Build organizational capability in technical problem resolution and customer engagement
• Build and foster a collaborative team environment based upon respect, trust

Education and Training:

• Bachelor's degree in Business, Engineering, or related field
• 7-10+ years of experience in customer service, technical service, warranty, or operations in a manufacturing environment
• Proven leadership experience managing cross-functional teams

Minimum Qualifications:

• Experience in heavy-duty truck/trailer industry is strongly preferred.
• Demonstrated skills using PC software including: Microsoft (Word, Excel, PowerPoint, Outlook, Teams)
• Technical aptitude with ability to interpret product performance and failure trends
• Ability to read and interpret Excel and PowerBI charts
• Data-driven decision-making and KPI management
• Strong written and oral communication skills
• Excellent communication and customer relationship skills
• Strong problem-solving and root cause analysis capability (e.g., 8D, Pareto)
• Ability to thrive in a fast-paced, cross-functional environment

Physical Demands:

• Frequent sitting, work at computer for extended periods of time.

Environmental Conditions:

• Office setting.
• Minimal exposure to R&D lab and manufacturing setting.

Behavioral Traits:

• Self-motivated and takes initiative
• Results-oriented
• Highly responsive
• Collaborative and adaptable
• This is not a comprehensive list of duties. Duties may change without notice in management's sole discretion.

We are an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.