Customer Support Manager

Posted Monday, November 10, 2025 at 7:00 AM

The Customer Support Manager (Outside Parts Sales) represents the dealership to existing and potential customers by aligning company products and services with customer needs. This position is responsible for promoting and selling parts and services, maintaining customer relationships, responding to technical inquiries, and ensuring timely, professional customer support. The role requires a high level of product knowledge, customer service, and accountability for accurate documentation and compliance with company policies.

• Promote and sell heavy-duty truck and equipment parts and services to new and existing customers.
• Provide technical support, product updates, and solutions to customer inquiries.
• Manage customer relationships, including identification of whole goods sales leads.
• Respond promptly and professionally to customer communications by phone, email, and in person.
• Prepare, deliver, and follow up on quotes for parts, service, and training.
• Use CRM systems to track sales activities, customer interactions, and account status.
• Meet with customers on a regular basis to assess needs, expand accounts, and ensure satisfaction.
• Collaborate with Parts, Service, and Sales departments to troubleshoot and resolve customer concerns.
• Meet with new customers within recommended time frames to establish relationships.
• Maintain compliance and readiness of company vehicle, including required documentation and daily inspection reports.
• Complete and submit call reports, delivery sheets, and returns in accordance with company procedures.
• Report vehicle issues or needed repairs promptly to the Parts Manager.
• Provide coverage for Parts Department shifts as needed.

• Maintain cleanliness and professional appearance of company-provided vehicle, both internally and externally.
• Stay current on product bulletins, updates, and technical training.
• Complete required monthly company training: one Construction Equipment (CE), one Truck, and one Safety module.

The Customer Support Manager serves as a primary point of contact with customers and is expected to:

• Demonstrate professionalism, courtesy, and responsiveness in all customer interactions.
• Accurately assess and address customer needs, ensuring timely follow-through.
• Provide clear communication regarding pricing, lead times, and service expectations.
• Maintain customer trust through transparency, accountability, and consistent delivery of commitments.
• Actively seek opportunities to enhance the customer experience and strengthen long-term relationships.
• Represent the company brand positively in all customer-facing activities.

• High school diploma or equivalent required.

• Minimum five (5) years of industry parts and service experience.
• Demonstrated mechanical aptitude required.

• Technical knowledge of 2007 and newer trucks, construction equipment, and onboard computer systems/software.
• Strong customer service and communication skills with ability to build and maintain relationships.
• Proficiency with Microsoft Word, Excel, Outlook, CRM systems, and related web applications.
• Ability to work independently and manage time effectively.
• Ability to work flexible hours as needed to accommodate customer schedules.
• Must hold a valid driver’s license; CDL preferred.

• Frequent driving of company-provided vehicles (6–10 hours per day).
• Regular lifting, carrying, and transporting of parts weighing up to and/or exceeding 70 pounds.
• Exposure to shop and field environments, including noise, dust, exhaust fumes, and other related conditions.
• Extended periods of sitting, standing, and driving required.

• Ensure accurate documentation of all sales activities, call reports, and customer interactions.
• Maintain compliance with all company policies, safety protocols, and applicable regulatory requirements.
• Accept accountability for meeting sales goals, customer service standards, and assigned performance objectives.
• Report all accidents, injuries, and unsafe conditions immediately to management.
• Participate in required training, performance reviews, and corrective action processes as applicable.