Position Overview

International Motors is seeking a Senior Customer Service Manager to provide strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. This senior leadership role is responsible for driving dealer network performance, and service operations through strategic leadership, operational excellence, and organizational transformation.

The position provides oversight of a team with accountability for business planning, workforce development, and long-term results. Working closely with dealer leadership, executive stakeholders, and cross-functional teams, the role champions new ways of working, digital engagement, and sustainable network development initiatives.

The successful candidate will leverage deep expertise in dealer fixed operations, service workflow optimization, KPI development, and change management to improve dealer capability, operational performance, and customer satisfaction. Strong leadership, influencing skills, and heavy-duty truck service experience are essential.

Position Based in Lisle - Serving as Laison for digital and other functional areas

Responsibilities

• Directs and controls the activities of a broad functional area through several department Senior Managers and Managers.
• Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.
• Adapts and executes functional or departmental business plans and contributes to the development of functional or departmental strategies.
• Makes final decisions on administrative or operational matters and ensures effective achievement of objectives.
• Works on complex issues where analysis of situations or data requires in-depth organizational knowledge.
• Development of methods, techniques and evaluation criteria for projects, programs, and employees.
• Ensures budgets and schedules meet corporate requirements.
• Regularly interacts with executives and/or major customers.
• Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Lead and develop a high performing customer service team by providing coaching and performance management.

Minimum Requirements

• Bachelor's degree and at least 6 years of customer service experience
• At least 3 years of lead experience OR Master's degree and at least 5 years of customer service experience
• At least 3 years of lead experience OR At least 10 years of customer service experience
• At least 3 years of lead experience

Additional Requirements

Qualified candidates, excluding current employees, must be legally authorized on an unrestricted basis (US Citizen, Legal Permanent Resident, Refugee or Asylee) to be employed in the United States. We do not anticipate providing employment related work sponsorship for this position (e.g., H-1B status).

Desired Skills

• Lead and guide a team of professionals through coaching and mentoring
• Travel to Dealer Network Locations - up to 50%
• Strong understanding of dealer fixed operations and structure
• Can work and influence all dealer leadership - Up and Down dealer personnel
• Advocate for change in network
• Ability to navigate service workflow
• Leader/Voice for the development of the "New Way of Working"
• Pro-Active Mindset
• Change management and leadership
• Laison for Digital engagement - advocate for business needs
• Develop and Own KPIs to represent the functional area
• Above and beyond existing launch
• Communicate cross-functionally on plan and strategy to overall Commercial/Parts/Solutions/Dealer Operations
• Speed and agility
• Transition from Deployment into Sustainability on Network Development
• Dedicated Customer Service
• My International Customer Orchestration
• Heavy-duty truck technician experience