Customer Service and Parts Manager

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 appropriate Command Center coverage and cross-departmental participation.
• Reinforce a “Director of First Impressions” mindset throughout the team.
• Oversee RingCentral, Command Center trackers, and other applicable systems.
• Ensure customer interactions are appropriately documented, tracked, updated, and closed.

Communication & Service Standards

• Establish and continuously improve customer service and communication standards across North America.
• Define expectations for professionalism, responsiveness, accuracy, follow-up, and ownership.
• Improve communication between departments and address bottlenecks impacting customers.
• Develop training materials and work with managers to reinforce service expectations.
• Coach employees when communication or customer service performance falls below established standards.
• Ensure emails to customer voicemails, receive an initial response within 24 hours.
• Drive resolution within three business days whenever reasonably possible, with proactive updates when additional time is required.

Process Improvement & Customer Complaints

• Manage and continuously improve Customer Service and Parts processes, SOPs, and workflows.
• Standardize tracking of customer requests, complaints, escalations, projects, and open issues.
• Identify inefficiencies and implement solutions that improve speed, accuracy, and customer experience.
• Own and grow the customer complaint program.
• Ensure complaints are documented, investigated, communicated, and resolved appropriately.
• Analyze recurring complaints and use findings to drive process improvements and employee training.

Training & Team Development

• Manage onboarding and ongoing training for Customer Service, Parts Customer Service, and Command Center employees.
• Maintain and improve training materials, process guides, contact guides, and reference documents.
• Identify training gaps and provide coaching and development as needed.
• Support cross-training to improve team knowledge and department coverage.
• Maintain the Command Center contact guide and distribute updated information to the appropriate teams at least monthly.

Reporting & Performance Management

• Manage required Customer Service, Parts, and Command Center reporting, including daily, weekly, and monthly reports.
• Monitor response times, resolution times, open escalations, customer complaints, parts activity, training, and supply chain support.
• Develop additional KPIs and reporting as needed to measure performance and improve accountability.
• Communicate significant trends, risks, escalations, and performance concerns to leadership.
• Maintain regular communication with the Head of Business Services, North America.

Cross-Functional & Project Leadership

• Build strong working relationships with Engineering, Warranty, Service, Supply Chain, Purchasing, Warehouse, Technical Support, Sales, and Operations.
• Serve as a bridge between customers, dealers, suppliers, vendors, and internal departments.
• Lead projects necessary to improve Customer Service, Parts, and Command Center operations.
• Support Warranty and Customer Training teams when customer service assistance or escalation support is required.
• Participate in operational and continuous improvement meetings and drive agreed-upon actions to completion.

Leadership Expectations

The Customer Service & Parts Manager – North America is expected to:

• Lead by example with professionalism, accountability, urgency, and teamwork.
• Develop employees through regular coaching, feedback, and training.
• Remain calm and solution-focused during difficult customer situations.
• Encourage ownership of customer issues from initial contact through resolution.
• Hold team members accountable while providing the resources needed for success.
• Build productive relationships across departments and organizational levels.
• Challenge inefficient processes and drive continuous improvement.
• Maintain dependable attendance, punctuality, and leadership presence.
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Qualifications

• High School or GED
• 3–5 years of management or supervisory experience in a parts, aftermarket, service, operations, manufacturing, or related business environments
• Demonstrated experience in customer service, parts, aftermarket support, operations, or a related field.
• Previous leadership, supervisory, or team management experience.
• Strong customer service, escalation management, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to coach, train, and develop employees.
• Strong organizational skills with the ability to manage multiple priorities.
• Experience developing or improving processes, procedures, and service standards.
• Ability to collaborate effectively across multiple departments.
• Experience with CRM, contact-center, ERP, or order-management systems preferred.
• HubSpot and RingCentral experience preferred.
• Manufacturing, industrial equipment, automotive, heavy equipment, or related industry experience preferred.

Skills needed:

Core Benefits

• Competitive salary and bonus structure
• Comprehensive health, dental, and vision insurance plans
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Collaborative and innovative work environment

Equal Employment Opportunity (EEO) Statement
 Time Manufacturing Inc. is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.