The Customer Support Operations Manager provides leadership, direction, and oversight to the Customer Support Manager (CSM) team. This position is responsible for operational performance, personnel development, financial contribution, customer satisfaction, and strategic alignment of parts and service support activities. The Manager ensures that department operations meet company objectives for revenue, profitability, customer retention, safety, and compliance.

The role requires advanced product and technical knowledge, strong leadership capability, strategic financial awareness, and the ability to build a culture of high accountability and professional customer engagement.

Essential Duties and Responsibilities

Leadership & Department Oversight

• Provide direct leadership, coaching, and performance management for assigned Customer Support Managers.
• Set and enforce clear expectations, performance standards, and accountability measures for CSM roles.
• Monitor team performance relative to KPIs, revenue targets, productivity benchmarks, and customer relationship metrics.
• Conduct weekly one-on-one coaching sessions and monthly formal review discussions with CSMs.
• Develop annual business plans for the Customer Support division including revenue goals, customer expansion strategies, and resource allocation.
• Ensure workload balancing across territories and maintain adequate coverage for key accounts.
• Partner with Parts, Service, Warranty, Sales, OEM parts, and Corporate leadership to coordinate support initiatives and resolve cross-departmental challenges.
  • Knowledge and understanding of dealer sponsored fleets.
  • Warranty coverages and processes.

Financial and Strategic Responsibilities

• Analyze sales performance, profit margins, territory trends, and customer expenditures to make data-driven decisions.
• Participate in the development and management of department budgets, forecasts, and strategic growth objectives.
• Review and approve pricing strategies, discount approvals, and major customer proposals before submission.
• Monitor customer activity through CRM for accuracy, completeness, and timely updates.
• Identify new business opportunities and guide CSMs in generating leads for parts, service, and whole goods.
• Ensure appropriate control and documentation over company vehicle usage, fuel card compliance, and territory-related expenses.

Customer Service and Relationship Management

The Customer Support Operations Manager ensures customer-facing excellence and must demonstrate and reinforce the following standards:

1. Consistent Professionalism – Ensures all team members display courteous, respectful, and polished communication in all interactions.
2. Responsiveness and Follow-Through – Holds CSMs accountable for timely responses and meeting promised timelines for quotes, updates, and delivery.
3. Accurate Information – Confirms team members provide correct pricing, lead times, service details, and technical guidance.
4. Customer Needs Assessment – Ensures CSMs actively evaluate customer operations and recommend appropriate products, services, and preventative solutions.
5. Trust and Transparency – Reinforces honest communication, documentation accuracy, and reliability in commitments made to customers.
6. Brand Representation – Ensures positive representation of company values, image, and safety standards in all customer environments.

Operational Compliance & Documentation

• Enforce adherence to company policies, safety procedures, documentation requirements, and regulatory expectations.
• Review and approve CSM call reports, vehicle inspections, delivery sheets, and return documentation.
• Ensure all CSMs maintain required monthly training in CE, Truck, and Safety modules.
• Support timely reporting and investigation of customer escalations, field incidents, vehicle accidents, or safety concerns.
• Maintain readiness for audits by ensuring accuracy of CRM records, compliance documentation, and vehicle maintenance logs.
• Lead corrective action plans for policy violations, documentation errors, or customer service breakdowns.

Secondary Duties

• Support onboarding and training of new CSMs and assist in refining training modules.
• Coordinate field training sessions with Technical Support and Product Specialists.
• Attend customer visits with CSMs to evaluate performance and strengthen key accounts.
• Assist in developing marketing or promotional strategies for parts and service campaigns.
• Represent the company at trade shows, dealer meetings, and industry events as requested.

Supervisory Responsibilities

• Directly supervises Customer Support Managers.
• Responsible for interviewing, hiring recommendations, employee development, discipline, and performance evaluations.
• Ensures consistent application of company policy, documentation of coaching, and legally-compliant employment actions.

Minimum Qualifications

Education

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Business, Management, or related technical field strongly preferred.

Experience

• Minimum seven (7) years experience in heavy-duty truck or construction equipment parts/service operations.
• Minimum three (3) years of supervisory or team leadership experience.
• Demonstrated history of meeting financial targets and driving revenue growth.

Knowledge, Skills, and Abilities

• Advanced technical knowledge of trucks, construction equipment, and onboard diagnostic systems (2007+ model years).
• Strong leadership, coaching, and conflict-resolution skills.
• Ability to analyze financial data, understand margin calculations, and interpret KPI reporting.
• Excellent organizational skills with ability to prioritize multiple tasks under time constraints.
• Proficiency with Microsoft Office applications, CRM platforms, and dealership management systems.
• Strong interpersonal skills with ability to build trust and maintain long-term customer relationships.
• Valid driver's license required; CDL preferred.

Work Environment and Physical Requirements

• Frequent driving to customer sites; extended periods sitting in a vehicle (6–10 hours/day).
• Regular movement within customer facilities, including shop and field environments.
• Occasionally lifting and carrying parts or materials up to 70+ pounds when supporting field operations and using lifting devices when appropriate.
• Exposure to noise, dust, exhaust fumes, weather elements, and industrial work conditions.
• Occasional evening or weekend work required to support customer schedules or business demands.

Accountability and Compliance

• Responsible for department performance, revenue growth, customer satisfaction, and completion of required reporting.
• Ensures accurate documentation of all field activities, customer interactions, and performance records.
• Enforces compliance with company policies, safety rules, DOT requirements, and regulatory standards.
• Ensures timely reporting of accidents, injuries, safety hazards, and policy violations.
• Participates in all mandatory training, performance reviews, and corrective action processes.

Professional Standards

The Customer Support Operations Manager must consistently demonstrate:

• Ethical decision-making and integrity in all business dealings.
• Professional appearance and conduct aligned with company standards.
• Respectful communication and positive leadership behavior.
• Strong emphasis on safety, compliance, and risk reduction.
• Commitment to continuous improvement and team development.
• Alignment with company mission, goals, and brand values.