What are the responsibilities and job description for the Customer Service Operations Manager position at Salt?
Regional Customer Service Operations Manager
Location: Chicago, IL (Hybrid)
Travel: Up to 50%
We are partnering with a global leader in industrial automation to identify a Regional Customer Service Operations Manager who will serve as the primary operational leader for a portfolio of strategic key accounts. This position combines after-sales leadership, customer relationship management, and service operations, ensuring customers maximize the performance and reliability of their automated systems.
This is a highly client-facing role where success is measured by operational excellence, customer satisfaction, and the ability to build trusted partnerships with some of the company's most important customers.
What You'll Do
- Serve as the primary operational partner for strategic key accounts, building strong, long-term customer relationships.
- Own the complete after-sales service experience, ensuring customers achieve maximum system performance and operational success.
- Lead regional service teams, including Resident Engineers, Field Service Engineers, Technical Support, and Service Coordinators.
- Manage customer escalations and proactively resolve complex operational and technical challenges.
- Review operational KPIs with customers, identify opportunities for improvement, and develop action plans that drive measurable results.
What We're Looking For
- 7 years of experience in After Sales, Customer Service Operations, Technical Services, Field Service Management, Industrial Automation, Intralogistics, or Material Handling.
- Strong background managing key accounts and building executive-level customer relationships.
- Proven experience leading cross-functional service organizations in complex industrial environments.
- Strong analytical mindset with experience leveraging KPIs to improve customer performance and operational efficiency..
Preferred Experience
- Industrial Automation
- Material Handling
- Warehouse Automation
- Robotics
- ASRS
- AGVs/LGVs
- Packaging Equipment
- Reliability Engineering
- PLCs or Industrial Controls
- SAP, Salesforce, or similar ERP/CRM platforms
Why Join?
Join a global organization at the forefront of industrial automation, where you'll play a critical role in shaping the customer experience after installation. You'll act as a trusted advisor to key customers, lead high-performing service teams, and directly influence operational performance across some of the most advanced automated manufacturing facilities in North America.
Salary : $120,000 - $150,000