Tier 3 Production Support Specialist providing technical support in healthcare technology. Enhancing customer experience by addressing software - related inquiries and issues across the production environment.
About the role
- Customer Service Director leading North America operations for the Pneumatics Platform. Overseeing team cooperation and enhancing customer service strategies across multiple sites.
Responsibilities
- Lead the North America Customer Service function for the Pneumatics Platform
- Oversee teams across four North American sites
- Deliver a consistent, proactive, and high-quality customer experience throughout the order-to-cash cycle
- Define and execute customer service strategies aligned with commercial objectives
- Drive service excellence, customer retention, and satisfaction
- Partner closely with Commercial, Finance, Operations, and IT
- Lead the Customer Service AA Team, fostering continuous improvement, CRM adoption, and cross-site collaboration.
Requirements
- Bachelor’s degree in Business, Operations, or related field (MBA preferred)
- 7+ years of progressive experience in Customer Service or Order Management, including 3+ years managing multi-site teams
- Strong knowledge of ERP systems (JD Edwards preferred)
- CRM tools (Dynamics) and data visualization tools (Excel, Power BI)
- Proven ability to create process standards, metrics, and accountability frameworks
- Excellent communication, problem-solving, and change management skills
- Experience in manufacturing or industrial distribution environment strongly preferred.
Benefits
- Health benefits
- 401(k) retirement savings program with company match
- PTO
- Performance based bonus plan
Job title
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Location requirements
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