Director of Customer Service

Blue Lynx; Kentucky; On-site; USD 120,000 - 180,000; Full time

Job summary

Blue Lynx, a US-based industrial technology leader, seeks a Director Customer Service Americas to guide service operations across the Americas from its Ohio base.

The role drives P&L, customer retention, CRM/ERP governance, and collaboration with R&D and supply chain to optimize parts availability and service models. Strong leadership and 5+ years in related roles are required, with up to 50% travel.

Qualifications

• Requires fluent English (written and spoken).
• Bachelor’s degree in a technical or business area; Master’s preferred.
• Demonstrated success managing a regional business unit or department budget to a strict revenue and profit target.
• Experience using CRM/analytics tools to segment B2B customers and build retention programs.
• Strong capability with CRM/ERP systems and translating data into business strategy.
• 10+ years of total diverse experience; 5+ years in leadership in customer service or aftermarket sales in capital equipment/industrial tech.

Responsibilities

• Build a robust feedback loop for product reliability and R&D insights.
• Optimize parts availability and streamline supply chains.
• Manage budgets, pricing strategies, and P&L performance.
• Develop targeted B2B campaigns for aftermarket opportunities.
• Ensure seamless delivery of capital equipment and complex service solutions.
• Resolve high-stakes escalations and secure long-term loyalty.
• Define regional customer segmentation by industry, fleet size, and value (LTV).
• Establish differentiated service models and support tiers for key segments.
• Align support capacity and spare parts strategies with high-value accounts.

Skills

Leadership

CRM/Analytics

Budget/P&L management

Communication

Travel readiness

Education

Bachelor's degree in Business/Engineering/Communications

Master’s or advanced degree preferred

Tools

CRM systems

ERP systems

Job description

Our client is an American-owned original patent holder and global leader in industrial

manufacturing. We are now looking for a dedicated and experienced Director Customer Service Americas to join their expanding team in Ohio.

Job Profile for Director Customer Service Americas

Responsibilities will include but not be limited to:

• Build a robust feedback loop driving product reliability and R&D innovation
• Optimise parts availability and streamline supply chains
• Manage budgets, pricing strategies, and P&L performance
• Develop targeted B2B campaigns that generate aftermarket opportunities
• Ensure seamless delivery of capital equipment and complex service solutions
• Resolve high-stakes escalations and secure long-term brand loyalty
• Define and execute a regional customer segmentation framework based on industry vertical, fleet size, purchasing behaviour, and lifetime value (LTV)
• Establish differentiated service models, response times, and support tiers mapped directly to specific customer segments (e.g., Tier-1 Strategic Accounts vs. Mid-Market vs. Independent Operators)
• Align internal support team capacity, tech support resources, and spare parts prioritising strategies with high-value segments to maximise retention and profitability

Candidate Profile for Director Customer Service Americas

• Must be fluent in English, both written and spoken
• Bachelor’s degree in Business, Engineering, Communications, or a related technical area of study. Master’s or advanced technical degree preferred
• Demonstrated success managing a regional business unit or department budget to a strict revenue and profit P&L
• Proven capability in leveraging CRM/analytics tools to segment complex B2B customer databases and build customised retention programs
• High proficiency in modern CRM and ERP systems, with the ability to translate technical data into business strategy
• 5+ years of leadership experience (10+ years of total diverse experience preferred) in customer service or aftermarket sales within capital equipment or industrial technology sectors
• Advanced skills in closing service contracts, managing order processing, and resolving high-stakes commercial disputes
• Ability to synthesise complex datasets into actionable "Value-Added" reporting for executive leadership
• Excellent written and verbal communication skills. Multilingual capabilities are highly preferred to navigate diverse regional landscapes
• Culturally agile and curious, with a deep understanding of business etiquette and regulations across the Americas
• Prepared for intensive regional and international travel (up to 50%) to engage with teams and customers on-site

Equal Opportunity & Employment Eligibility Notice

We are an Equal Opportunity Employer and value diversity at our company. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic under applicable federal, state, or local laws.

Applicants must be legally authorised to work in the United States.

At this time, we are unable to provide visa sponsorship for this position.

Candidates must reside in and be eligible to work from the United States.

Employment may be subject to location-based requirements due to payroll, tax, or regulatory considerations, and certain states may be excluded depending on business needs.

Employment is contingent upon the successful completion of background checks and any applicable security or compliance screening, consistent with the nature of the role and industry requirements.