West Region Customer Service Leader — Field Support & Ops

Tld Group; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

TLD is seeking an experienced Customer Service Manager to lead and optimize customer support operations across the West Region, coordinating between customers, field teams, spare parts, and manufacturing to ensure responsive, high-quality service.

You will oversee Area Service Technicians and third-party partners, drive performance against KPIs, and develop a high-performing customer service organization while aligning with group policies and service standards.

Qualifications

• Bachelor's degree or higher in a technical field.
• Minimum of five years of experience in a similar leadership position.
• Full proficiency in English.
• Strong customer focus with the ability to manage multiple priorities.

Responsibilities

• Lead and manage customer support operations across the West Region.
• Oversee Area Service Technicians and third-party partners.
• Monitor service KPIs including TOC, TIR, and TAT.
• Collaborate with internal teams, customers, and manufacturing to ensure service delivery.
• Ensure compliance with service standards and quality requirements.
• Participate in group and cross-functional improvement initiatives.

Skills

Customer focus

English proficiency

Priority management

Education

Bachelor's degree or higher in a technical field

Job description

TLD is seeking an experienced Customer Service Manager to lead and optimize customer support operations across the West Region, coordinating between customers, field teams, spare parts, and manufacturing to ensure responsive, high-quality service.

You will oversee Area Service Technicians and third-party partners, drive performance against KPIs, and develop a high-performing customer service organization while aligning with group policies and service standards.