Director, Customer Service

Consolidated Metco; Vancouver (WA); On-site; USD 148,000 - 255,000; Full time

Benefits offered by this job

ESOP plan

401k matching

Paid vacation

Sick leave

Medical/dental/vision

Paid holidays

Wellness reimbursement

Job summary

ConMet, a division of Amsted Industries, seeks an experienced Director of Customer Service to lead our customer service and warranty organizations at our Vancouver, WA headquarters. This strategic leadership role focuses on improving customer experience, managing warranty programs, and driving cross-functional improvements across quality, operations, engineering, supply chain, sales, and finance.

The ideal candidate will have 8+ years in service/warranty, 5+ years leading teams, and hands-on

Qualifications

• Bachelor's degree in Business, Operations, Engineering, or related field.
• 8+ years in customer service, warranty administration, quality, operations.
• 5+ years in leadership managing teams and cross-functional initiatives.
• Strong knowledge of warranty processes and customer service systems.

Responsibilities

• Lead and develop customer service and warranty teams.
• Improve systems, processes, and resources to optimize customer experience.
• Set service standards, KPIs, escalation processes, and operating rhythms.
• Oversee end-to-end warranty claims including investigation and closure.
• Partner with Quality, Engineering, Manufacturing, Supply Chain, Sales, and Suppliers to resolve issues.
• Analyze data to identify trends, costs, and improvement opportunities.
• Serve as senior escalation point for major customer concerns.
• Develop reporting and dashboards for CS and warranty metrics.
• Support product launches with customer service readiness.
• Travel to multiple locations as needed.

Skills

Leadership experience

Warranty management

Customer service systems

Root-cause analysis

Cross-functional collaboration

Manufacturing/industrial ops

Data analysis & KPIs

Communication skills

Education

Bachelor's degree in Business/Operations/Engineering

Tools

SAP

ERP systems

CRM

Warranty management tools

Reporting tools

Job description

ConMet is seeking an experienced, customer-focused Director of Customer Service to lead our customer service and warranty organizations. This strategic leadership role is responsible for improving customer experience, managing warranty and customer facing service administration, resolving escalated issues, and driving cross-functional improvements across quality, operations, engineering, supply chain, sales, and finance.

The ideal candidate brings strong leadership experience in a manufacturing, automotive, commercial vehicle, or industrial environment, along with expertise in warranty programs, customer service management & systems, root-cause analysis, and continuous improvement with a focus on customer experience.

What You’ll Do

• Lead, coach, and develop customer service and warranty teams.
• Understand existing systems and organizations and develop improvements to systems, processes and organizational resources to optimize our customer experience.
• Oversee and implement improved service standards, KPIs, escalation processes, and operating rhythms that deliver consistent customer experience.
• Oversee the end-to-end warranty claim process, including investigation, approval or denial, payment, reporting, and closure.
• Partner with Quality, Engineering, Manufacturing, Supply Chain, Sales, and Suppliers to resolve customer concerns and implement corrective actions.
• Analyze customer service and warranty data to identify trends, recurring issues, cost drivers, and improvement opportunities.
• Serve as a senior escalation point for significant customer concerns, service failures, and warranty disputes.
• Develop reporting and dashboards for customer satisfaction, claim turnaround time, backlog, repeat issues, claim rates, and warranty costs.
• Support product launches, process changes, and strategic initiatives by ensuring customer service and warranty readiness.
• Oversight will be at various locations and will require travel as appropriate.

What You’ll Bring

• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent experience.
• 8+ years of experience in customer service, warranty administration, quality, operations, or a related field.
• 5+ years of leadership experience managing teams and cross-functional initiatives.
• Strong knowledge of warranty processes, customer service systems, customer escalation management, root-cause analysis, and corrective action.
• Experience in manufacturing, automotive, commercial vehicle, or industrial operations.
• Strong communication, analytical, relationship-building, and problem-solving skills.

Preferred Qualifications

• Experience in manufacturing customer service and warranty management inclusive of both OEM and aftermarket oversight.
• Familiarity with SAP, ERP, CRM, warranty management, and reporting tools.
• Lean, Six Sigma, or continuous-improvement experience.
• Financial acumen related to warranty reserves, claim costs, and cost management.

This is an onsite (not hybrid or remote) office job based at ConMet's corporate headquarters in Vancouver, Washington. Non-local candidates must be open to relocation (relocation assistance available).

Note: Employer will not sponsor visas for position. Applicants must be currently authorized to work in the US on a full-time basis.

ConMet is…

A division of Amsted Industries, has been advancing the commercial vehicle industry since 1964. A leading global provider to original equipment manufacturers and aftermarket channels, ConMet delivers wheel ends, cast metal components, plastic systems, and automated aerodynamic devices. Designed, engineered, tested, and manufactured in-house, ConMet’s comprehensive portfolio is built to enhance vehicle efficiency, performance, and sustainability. Standard on most heavy‑du‑heavy‑vehicles in North America, ConMet products are increasingly adopted in global markets.

A Solutions Provider

We’ve been driving the commercial vehicle industry forward with transformative solutions since 1964. In fact, ConMet solutions and products are installed as OEM first-fit equipment on virtually all heavy‑du‑heavy‑vehicles in North America.

People-First

Collaboration and innovation are at the heart of everything we do. We focus on creating an environment where our people can thrive by improving our workplaces and our communities across all our global locations.

Customer Focused

For decades, ConMet has been a trusted partner to OEMs, fleets, Tier 1 suppliers, and the aftermarket. We supply forward‑thinking, high‑performance solutions that bring value to our customers.

Committed To Sustainability

Today’s biggest global challenges require transformative change, and we’re committed to doing our part to reduce our carbon footprint and drive environmental sustainability in the commercial vehicle industry.

Compensation & Benefits

• The full salary range for the position, across all geographies, is $148,000 - $255,000 per year. The upper portion of the salary range is typically reserved for existing employees who demonstrate strong performance over time. Starting salary will vary by location, qualifications, and prior experience.
• Targeted annual bonus is based on company performance to objectives during the fiscal plan year which runs from October 1 – September 30.
• Comprehensive employee benefits package, including medical/dental/vision coverage, life and disability protection.
• Vacation plan – ConMet offers exempt employees a paid vacation benefit that provides the flexibility to take time off from work based on factors including good discretion, sound performance, and consideration of overall team and business needs.
• Paid sick leave up to 10 days (80 hours) per calendar year
• ConMet offers an extremely strong retirement package:
  • ESOP – Participation (100 % company paid) in the ConMet/Amsted Employee Stock Ownership Program (ESOP). The Company contributes 10 % of considered compensation into this plan each fiscal year.
  • 401k – The Company provides a 401(k) Plan with a 4 % employer contribution match.
• Ten paid holidays per year.
• Wellness reimbursement.

ConMet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or any other characteristics protected by federal, state, or local laws (“Protected Characteristics”). Ensuring fair wages is an important Company value. Accordingly, the Company will not pay wages to any employee at a rate less than the Company pays to other employees for work that is substantially equivalent and requires comparable skills unless a bona fide factor justifies a pay differential. The Company prohibits pay disparity based on Protected Characteristics or prior salary history. The Company prohibits retaliation against employees for discussing compensation.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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