Customer Service and Parts Manager

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Clerical Westlake, TX, US

5 days ago Requisition

Company: TIME Manufacturing Company

Position: Customer Service and Customer Service Manager, NA Customer Service and Parts Manager

Position reports to :
Matt Marcussen, Senior Director of North America Business Services

Location: Westlake, TX (on-site, this is not remote)

Schedule: Monday-Friday, 8:00am-5:00pm, overtime may be required

Company Overview

TIME Manufacturing Company is a global leader in the production of vehicle-mounted aerial lifts and equipment, serving industries that demand reliability, safety, and precision. With a focus on innovation and customer satisfaction, we are committed to delivering high-quality products and exceptional service. Our culture fosters collaboration, continuous improvement, and a passion for exceeding expectations.

Position Summary

The Customer Service & Parts Manager – North America is responsible for leading, developing, and continuously improving Customer Service, Parts Customer Service, and Command Center operations across North America. This position ensures customers, dealers, distributors, and internal team members receive timely, accurate, professional, and solution-focused support.

The Manager leads customer service personnel, oversees customer escalations, establishes service and communication standards, improves processes, manages reporting and training, and serves as a key bridge between customers and internal departments. This role works closely with Parts, Supply Chain, Purchasing, Warehouse, Engineering, Warranty, Service, Technical Support, Sales, and Operations to remove bottlenecks and drive issues through resolution. The Manager is expected to lead by example through professionalism, urgency, accountability, teamwork, and a customer-first mindset while building a culture of exceptional customer service throughout North America.

Key Responsibilities

Customer Service & Parts Leadership

• Lead and grow Customer Service, Parts Customer Service, and Command Center operations across North America.
• Manage, coach, train, and develop Customer Service and Parts team members and supervisors.
• Manage staffing, schedules, workload, timecards, time-off requests, and appropriate department coverage.
• Establish clear expectations for responsiveness, professionalism, accuracy, ownership, and accountability.
• Identify staffing, training, technology, and process needs as the business grows.
• Promote a culture of ownership, urgency, teamwork, continuous improvement, and customer-first service.

Parts Customer Service

• Oversee daily Parts Customer Service operations and provide support for complex customer requests.
• Ensure Parts CSRs have the training, product knowledge, processes, and resources required to succeed.
• Support inquiries involving parts identification, pricing, quotations, availability, lead times, shipping, and order status.
• Monitor quote and order accuracy and address recurring errors or process gaps.
• Partner with Engineering, Supply Chain, Purchasing, Warehouse, and Technical Support to resolve parts issues and improve data accuracy.
• Support Parts and Technical CSRs with escalated or complex customer situations.

Customer Experience & Escalations

• Serve as a primary escalation point for unresolved, high-priority, or dissatisfied customers.
• Step in when customer requests are delayed or cannot be resolved through normal processes.
• De-escalate difficult situations professionally and drive issues through resolution.
• Ensure customers receive proactive and timely updates on open issues.
• Identify recurring customer concerns and coordinate corrective actions with appropriate departments.
• Maintain a solution-focused approach for both external customers and internal team members.

Command Center Management

• Oversee Command Center operations to ensure calls, emails, and inquiries are handled promptly, professionally, and accurately.
• Support the Command Center Supervisor with staffing, processes, contacts, training, and escalation resources.
• Ensure…