Job Description

GENERAL DESCRIPTION / PURPOSE:

The Manager, Customer Service is responsible for leading a centralized team that supports both aftermarket customers and OEM machine sales by providing technical and non‑technical assistance related to parts, configurations, inventory availability, lead times, and quotations. This role ensures alignment across service, sales, engineering, supply chain, and operations while driving efficiency, accuracy, and a high‑quality customer experience

ESSENTIAL JOB FUNCTIONS:

• Lead, manage, and develop a combined aftermarket and sales engineering support team, ensuring consistent service delivery and operational excellence.
• Own prioritization of all Customer Service Desk (CSD) requests, balancing workload distribution to meet business and customer needs.
• Serve as the primary escalation point for complex customer and internal issues, ensuring timely and effective resolution.
• Establish, implement, and maintain standardized processes for quotations, part lists, and technical inquiries.
• Partner cross‑functionally with Sales, Engineering, Supply Chain, Operations, and global subsidiaries to align priorities and improve end‑to‑end service delivery.
• Define, track, and report key performance indicators (KPIs), including turnaround time, accuracy, and customer satisfaction.
• Identify training and development needs; coach and support team members to build technical capability and customer service excellence.
• Oversee documentation standards and support the development and maintenance of a centralized knowledge base.
• Promote continuous improvement initiatives to enhance efficiency, quality, and customer outcomes.

People Leadership Responsibilities

• Provide direct people leadership to Customer Service Desk team members, including onboarding, coaching, performance feedback, and ongoing development.
• Establish clear performance expectations aligned to service standards, operational priorities, and customer experience objectives.
• Monitor individual and team performance; address performance issues in a timely, consistent, and constructive manner.
• Support employee engagement, skill development, and cross‑training to ensure adequate coverage and continuity of service.
• Partner with Human Resources on talent matters including performance management, employee relations, workforce planning, and succession needs.
• Foster a culture of accountability, collaboration, and continuous improvement.

Qualifications

REQUIRED QUALIFICATIONS:

Education Bachelor’s Degree in Engineering or a related field.

Experience:

• Minimum of 8 years of experience in customer service, technical support, or commercial operations.
• At least 3 years of experience in a supervisory or leadership role.

Skills & Competencies:

• Strong leadership, communication, and interpersonal skills.
• Demonstrated technical aptitude with the ability to understand parts, systems, and configurations.
• Experience working with ERP and CRM systems.
• Strong problem‑solving skills with a process‑improvement mindset.

PREFERRED QUALIFICATIONS:

• degree or advanced technical degree.
• Five or more years of leadership experience.
• Experience leading cross‑functional teams.
• Background in industrial, manufacturing, or equipment‑based environments.
• Exposure to Lean or continuous improvement methodologies.

*Or equivalent combination of education and experience 12+ years of experience including 3 years in a supervisory/leadership role

PRE-EMPLOYMENT REQUIREMENTS:

This position requires successful completion of the following:

• Social Security Verification: The individual’s name must correspond to their Social Security number and date of birth.

• Nationwide, federal and state, multi-county criminal background check. Up to a seven-year history is considered.

• Drug and Alcohol Testing: All applicants must successfully pass a pre-employment drug and alcohol test. Employees in safety-sensitive positions are subject to random, reasonable suspicion, and post-incident drug and/or alcohol testing in compliance with federal regulations and company policy.

• Employment Verification: Current and prior relevant employment experience will be verified to confirm the candidate meets the minimum required years of experience for the position.

• Education Verification: Post-secondary education at the associate degree level or higher will be verified, including degree(s) earned and dates of completion.

WORKING CONDITIONS:

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this role. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Office deskwork, requiring sitting, walking, and regular use of phone and computer

• Occasional lifting up to 30 lbs.

• 5% or more travel expected

Ability to tolerate variable and sometimes challenging conditions during site visits or inspections of company equipment in a railroad environment

Additional Information

Equal Opportunity Employer:

Loram is an Equal Opportunity Employer committed to fostering an inclusive, diverse, and respectful workplace. We make all employment decisions based on qualifications, merit, and business need, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, national origin, veteran status, or any other characteristic protected by applicable laws in the countries where we operate, including the Equality Act 2010 in the UK, relevant U.S. federal, state, and local laws, Brazil’s anti-discrimination provisions under the Consolidation of Labor Laws (CLT) and Federal Constitution, India’s Equal Remuneration Act and Rights of Persons with Disabilities Act, Australia’s Fair Work Act 2009 and applicable state and territory legislation, and Canada’s human rights protections under the Canadian Human Rights Act and applicable provincial or territorial laws.

Benefits:

Benefits for this role include a comprehensive package with company-sponsored medical, dental, and vision insurance; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; wellness programs; basic life and AD&D insurance; voluntary life insurance; company paid short-term and long-term disability coverage; 401(k) retirement plan including an employer match of 150% up to the first 6% you contribute to the Plan; Employee Assistance Program (EAP); behavioral health support; and leaves of absence. Additional benefits include tuition reimbursement, payroll charity contributions, adoption assistance and optional plans such as legal, critical illness, and hospitalization.

Compensation:

Loram determines compensation based on factors such as skills, competencies, education, and/or experience. Certain positions may be eligible for an annual bonus and paid time off in addition to base compensation.