Americas Head of Customer Service & Revenue

Jasper Engines; Loveland (OH); Hybrid; USD 140,000 - 230,000; Full time

Job summary

Jasper Engines seeks a Director of Customer Service – Americas to lead regional teams, align service delivery with business goals, and drive aftermarket revenue growth.

You will develop data-driven segmentation, tailor SLAs, and optimize resources across the Americas while collaborating with Engineering, Purchasing, Finance, and Sales to deliver world-class support and strong customer loyalty.

Qualifications

• 5+ years of leadership experience in customer service or aftermarket sales within capital equipment or industrial technology sectors.
• BS/BA degree in Business, Engineering, Communications, or a related technical area of study; MBA or advanced technical degree preferred.
• Proven ability to manage a regional P&L with a focus on revenue and profitability.

Responsibilities

• Data-Driven Segmentation: Define and execute a regional customer segmentation framework based on industry vertical, fleet size, purchasing behavior, and lifetime value (LTV).
• Tailored Service Level Agreements (SLAs): Establish differentiated service models, response times, and support tiers mapped directly to specific customer segments.
• Resource Optimization: Align internal support team capacity, tech support resources, and spare parts prioritizing strategies with high-value segments to maximize retention and profitability.
• Segment-Specific Journey Mapping: Continuous mapping and auditing of the customer journey for each segment to identify growth opportunities and eliminate friction points.
• Revenue Generation & Aftermarket Growth: Direct the regional P&L with a focus on growth, margins, and recurring revenue through Tiered Service Agreements and proactive engagement.

Skills

Segmentation & Lifecycle Management

Commercial Savvy

Technical Literacy

Analytical Prowess

Communication

Education

BS/BA in Business, Engineering, Communications

MBA or advanced degree preferred

Tools

CRM systems

ERP systems

Job description

Jasper Engines seeks a Director of Customer Service – Americas to lead regional teams, align service delivery with business goals, and drive aftermarket revenue growth.

You will develop data-driven segmentation, tailor SLAs, and optimize resources across the Americas while collaborating with Engineering, Purchasing, Finance, and Sales to deliver world-class support and strong customer loyalty.