West Regional Customer Service Leader — Ops Excellence

TLD America; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

TLD America is seeking an experienced Customer Service Manager to lead and optimize customer support operations across the West region. You will align with TLD Service Standards and collaborate with field service, spare parts, and manufacturing to deliver fast, high-quality support.

As a regional leader, you will manage Area Service Technicians and third-party partners, drive performance, ensure quality compliance, and mentor a high-performing team while controlling the department budget.

Qualifications

• Bachelor's degree or higher in a technical field.
• Minimum of five years in a similar leadership role.
• Full proficiency in English.
• Strong customer focus and prioritization skills.
• Ability to work autonomously in a fast-paced environment.
• Experience coordinating cross-functional teams.

Responsibilities

• Lead and manage customer support operations for the West Region.
• Oversee ASTs and third-party partners to ensure service excellence.
• Monitor KPIs such as TOC, TIR, and TAT and drive improvements.
• Collaborate with factories, parts, and manufacturing to deliver service.
• Manage budgeting and cost controls for the department.
• Ensure compliance with service standards and audits.
• Lead recruitment, coaching, and development of the team.
• Coordinate training and align with corporate policies.

Skills

Leadership

Customer focus

Budgeting

Project management

English fluency

Education

Bachelor's degree or higher in a technical field

Job description

TLD America is seeking an experienced Customer Service Manager to lead and optimize customer support operations across the West region. You will align with TLD Service Standards and collaborate with field service, spare parts, and manufacturing to deliver fast, high-quality support.

As a regional leader, you will manage Area Service Technicians and third-party partners, drive performance, ensure quality compliance, and mentor a high-performing team while controlling the department budget.