Regional Customer Service Leader – Ground Support Equipment

TLD

Chicago (IL)

On-site

USD 90,000 - 130,000

Full time

3 days ago

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Job summary

TLD is seeking a seasoned Customer Service Manager to lead the West Region's support operations. You will oversee Area Service Technicians and third-party partners, drive service performance, and maintain high customer satisfaction within TLD standards.

The role connects customers with factory and parts teams to ensure timely, quality service. As a key regional leader, you’ll guide budget management, staffing, and training, while promoting continuous improvement and cross-functional

Qualifications

Bachelor's degree or higher in a technical field.
Minimum of five (5) years of experience in a similar position.
Full proficiency in English.
Strong customer focus with the ability to work autonomously and efficiently manage multiple priorities.
Ability to perform effectively in a fast-paced environment and handle stressful situations professionally.

Responsibilities

Lead and manage the Area Service Technician (AST) team and third-party service activities.
Oversee operational execution of all service-related activities across the West Region.
Monitor and report on service KPIs such as TOC, TIR, and TAT.
Coordinate with internal teams, factories, spare parts, customers, and providers to ensure successful service delivery.
Ensure compliance with service standards, quality requirements, and audit expectations.
Prepare and manage the department's annual budget and invoicing controls.