Customer Services Manager

The Mission

We are looking for a Service Manager to lead our EMEA Customer Success Coordination team. In this role, you will oversee critical service operations—from coordinating spare parts sales to managing complex global logistics—while driving continuous improvement. You'll be the essential link between our internal teams and our partners, making sure all requests gets processed quickly and effortlessly.

What You’ll Be Doing

• Lead & Inspire: You’ll head a dedicated team of Service Coordinators, guiding them through the daily flow of internal/external communication and complex order management.
• The Logistics Engine: Oversee the repair coordination, and "swap" orders. You’ll also be the "detective" ensuring defective materials actually make it back to us.
• Quality Architect: Using our Global Quality Assessment tool, you’ll dive into case data to ensure our standards are world-class.
• Coach & Mentor: You don’t just manage KPIs; you manage people. You’ll use your insights to coach agents, helping them level up their skills and career paths.
• KPI Ownership: You’ll keep your finger on the pulse of daily metrics, ensuring the EMEA region is hitting its marks and identifying bottlenecks before they become "fires."

Who You Are

• You understand that shipping a part from point A to point B involves more than just a label, it involves timing, customs, and communication.
• You can read a spreadsheet and people. You use data to drive performance but use empathy to lead your team.
• In the world of repairs and returns, things can get hectic. You thrive on bringing order to chaos.
• You understand the diversity of the region and can communicate effectively across different cultures and time zones.

Why Join Us?

You’ll join a team where your input actually changes how we operate. We offer a fast-paced environment where "boredom" isn't in our vocabulary, and we provide the tools and support you need to actually succeed, not just "get by."