Director, Customer Service & Field Support Excellence

Sencorpwhite; Hamilton (OH); On-site; USD 125,000 - 175,000; Full time

Job summary

SencorpWhite, Inc. seeks a Director of Customer Service & Support to provide strategic and operational leadership for the CSS organization in Hamilton, OH. This role oversees Field Service, Installation, Technical Support, Dispatch, and Aftermarket activities, driving growth and customer satisfaction.

The successful candidate will manage revenue, margin, expenses, and KPIs, while building a high-performing service team and ensuring alignment with company objectives and safety standards.

Qualifications

• 10+ years of progressive leadership experience in customer service, field service, or technical service operations.
• Experience leading a multi-functional and geographically dispersed service organization.
• Proven ability to drive process improvement and operational change within a service organization.
• P&L management experience, including budgeting, forecasting, and profitability growth.

Responsibilities

• Lead the overall operations of Field Service, Installation, Technical Support, Dispatch, Aftermarket Sales, Parts, Modifications and Upgrades.
• Develop and execute the CSS strategic plan to drive profitable growth and customer satisfaction.
• Own CSS financial performance including revenue, gross margin, and operating expenses.
• Drive growth of aftermarket parts, service agreements, and recurring revenue opportunities.
• Lead CSS teams and oversee staffing, structure, territories, and talent development.

Skills

Cross-functional leadership

Customer relationship

Analytical thinking

Problem solving

Strategic planning

Education

Bachelor’s degree

Advanced degree preferred

Tools

Salesforce

Job description

SencorpWhite, Inc. seeks a Director of Customer Service & Support to provide strategic and operational leadership for the CSS organization in Hamilton, OH. This role oversees Field Service, Installation, Technical Support, Dispatch, and Aftermarket activities, driving growth and customer satisfaction.

The successful candidate will manage revenue, margin, expenses, and KPIs, while building a high-performing service team and ensuring alignment with company objectives and safety standards.