Customer Service Director

Director of Customer Service

B2B Medical Furniture Manufacturer | Dealer Channel

Role Summary

The Director of Customer Service leads a 50-person, high-volume service organization supporting a national network of medical furniture dealers and resellers. This role owns contact center operations, parts and warranty workflows, dealer issue resolution, and service cost control, ensuring service delivery is consistent, scalable, and financially disciplined.

This is a senior operating role, not a player/coach position. Success is measured by throughput, accuracy, cost control, and scalability.

Scope & Scale

• 50+ service professionals across call handling, email support, parts, and warranty
• High volume inbound calls per day plus dealer email volume
• National dealer/reseller support environment
• High interaction with Sales, Operations, Engineering, Supply Chain, and Finance

Core Responsibilities

Service Operations Leadership

• Own daily performance of a high-volume inbound service organization
• Establish staffing models, service levels, call routing, and workload planning
• Improve first-contact resolution, backlog control, and response times
• Reduce escalation volume through clear processes and accountability

Dealer & Reseller Support

• Act as the senior owner of dealer service experience
• Define and enforce service policies, prioritization, and escalation paths
• Partner with Sales to support dealer relationships while protecting margin
• Standardize service delivery across dealer tiers

Parts, Orders & Warranty Management

• Oversee parts ordering, fulfillment accuracy, and warranty adjudication
• Ensure consistent distinction between warranty, goodwill, and billable service
• Control service-related costs including labor, freight, and replacement parts
• Identify recurring issues and systemic product or process failures

Systems, Process & Continuous Improvement

• Design and implement scalable service workflows and SOPs
• Leverage CRM and ERP systems to improve visibility, accuracy, and efficiency
• Reduce manual work through automation and self-service strategies
• Lead continuous improvement initiatives to support growth

Metrics, Financial Discipline & Reporting

• Own service KPIs including:
• Service level attainment
• Cost per contact
• Warranty cost as a percentage of revenue
• Order accuracy and parts fill rates
• Translate service data into insights for executive leadership
• Use data to influence decisions across Sales, Operations, and Engineering

People Leadership

• Lead and develop frontline managers and supervisors
• Establish performance standards, QA programs, and training
• Reduce turnover through workload design and clarity
• Build a calm, disciplined operating culture

Required Qualifications

• 10+ years of leadership experience in service, support, or operations
• Direct experience leading 40+ person teams in high-volume inbound environments
• Experience supporting dealer, distributor, or reseller channels
• Hands-on ownership of parts, warranty, or service cost structures
• Strong CRM and ERP system exposure
• Demonstrated ability to scale operations through process design

Preferred Experience

• Medical devices, durable goods, or capital equipment manufacturing
• Lean / Six Sigma or continuous improvement background
• Experience implementing self-service or dealer portals
• Strong cross-functional leadership experience

Leadership Profile

• Operationally rigorous and data-driven
• Calm under pressure; decisive without being rigid
• Comfortable enforcing policy while preserving relationships
• Builds systems rather than becoming the system