Director of Customer Service

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.

Responsibilities will include but not be limited to

• :
  
  Build a robust feedback loop driving product reliability and R&D innovatio
• nOptimise parts availability and streamline supply chain
• sManage budgets, pricing strategies, and P&L performanc
• eDevelop targeted B2B campaigns that generate aftermarket opportunitie
• sEnsure seamless delivery of capital equipment and complex service solution
• sResolve high-stakes escalations and secure long-term brand loyalt
• yDefine 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

• 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

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.