Customer Support Operations Manager

Nuss Truck & Equipment•Roseville, MN

About The Position

The Customer Support Operations Manager provides leadership, direction, and oversight to the Customer Support Manager (CSM) team. This position is responsible for operational performance, personnel development, financial contribution, customer satisfaction, and strategic alignment of parts and service support activities. The Manager ensures that department operations meet company objectives for revenue, profitability, customer retention, safety, and compliance. The role requires advanced product and technical knowledge, strong leadership capability, strategic financial awareness, and the ability to build a culture of high accountability and professional customer engagement.

Requirements

High school diploma or equivalent required.
Minimum seven (7) years experience in heavy-duty truck or construction equipment parts/service operations.
Minimum three (3) years of supervisory or team leadership experience.
Demonstrated history of meeting financial targets and driving revenue growth.
Advanced technical knowledge of trucks, construction equipment, and onboard diagnostic systems (2007+ model years).
Strong leadership, coaching, and conflict-resolution skills.
Ability to analyze financial data, understand margin calculations, and interpret KPI reporting.
Excellent organizational skills with ability to prioritize multiple tasks under time constraints.
Proficiency with Microsoft Office applications, CRM platforms, and dealership management systems.
Strong interpersonal skills with ability to build trust and maintain long-term customer relationships.
Valid driver's license required; CDL preferred.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Management, or related technical field strongly preferred.

Responsibilities

Provide direct leadership, coaching, and performance management for assigned Customer Support Managers.
Set and enforce clear expectations, performance standards, and accountability measures for CSM roles.
Monitor team performance relative to KPIs, revenue targets, productivity benchmarks, and customer relationship metrics.
Conduct weekly one-on-one coaching sessions and monthly formal review discussions with CSMs.
Develop annual business plans for the Customer Support division including revenue goals, customer expansion strategies, and resource allocation.
Ensure workload balancing across territories and maintain adequate coverage for key accounts.
Partner with Parts, Service, Warranty, Sales, OEM parts, and Corporate leadership to coordinate support initiatives and resolve cross-departmental challenges.
Analyze sales performance, profit margins, territory trends, and customer expenditures to make data-driven decisions.
Participate in the development and management of department budgets, forecasts, and strategic growth objectives.
Review and approve pricing strategies, discount approvals, and major customer proposals before submission.
Monitor customer activity through CRM for accuracy, completeness, and timely updates.
Identify new business opportunities and guide CSMs in generating leads for parts, service, and whole goods.
Ensure appropriate control and documentation over company vehicle usage, fuel card compliance, and territory-related expenses.
Enforce adherence to company policies, safety procedures, documentation requirements, and regulatory expectations.
Review and approve CSM call reports, vehicle inspections, delivery sheets, and return documentation.
Ensure all CSMs maintain required monthly training in CE, Truck, and Safety modules.
Support timely reporting and investigation of customer escalations, field incidents, vehicle accidents, or safety concerns.
Maintain readiness for audits by ensuring accuracy of CRM records, compliance documentation, and vehicle maintenance logs.
Lead corrective action plans for policy violations, documentation errors, or customer service breakdowns.
Support onboarding and training of new CSMs and assist in refining training modules.
Coordinate field training sessions with Technical Support and Product Specialists.
Attend customer visits with CSMs to evaluate performance and strengthen key accounts.
Assist in developing marketing or promotional strategies for parts and service campaigns.
Represent the company at trade shows, dealer meetings, and industry events as requested.
Directly supervises Customer Support Managers.
Responsible for interviewing, hiring recommendations, employee development, discipline, and performance evaluations.
Ensures consistent application of company policy, documentation of coaching, and legally-compliant employment actions.