Mountain/Western Regional Customer Service Ma

6 days ago

Lansing, Michigan, United States Air Lift Company Full time $90,000 - $120,000 per year

Job Title: Mountain/Western Regional Customer Service Manager

Location: Mountain & Western U.S. Region (Remote)
Department: Customer Service & Satisfaction
Reports To: Senior National Customer Service Manager

About Air Lift Company

Founded in 1949, Air Lift Company is a trusted leader in air suspension systems, dedicated to enhancing vehicle safety, performance, and comfort. From our pioneering air spring inserts to today's advanced load support and performance solutions, we engineer products for over 540 vehicle applications worldwide. As a family-owned business based in Lansing, Michigan, we take pride in our racing heritage, industry-leading innovations, and ISO-certified commitment to quality. At Air Lift, we design, build, and support suspension systems that fit, work, and last—because your safety is our top priority.

Position Summary

Air Lift Company is seeking a dynamic and experienced Regional Customer Service Manager to lead our customer service operations across the Mountain and Western U.S. regions. This role is responsible for managing a team of technical advisors and inside sales specialists, ensuring exceptional service delivery, and aligning regional performance with national customer satisfaction goals. The ideal candidate will have a strong background in technical service, team leadership, and customer experience strategy within the automotive or performance parts industry.

Key Responsibilities

  • Lead, coach, and develop regional customer service and technical support teams.
  • Oversee daily operations, ensuring timely and accurate resolution of customer inquiries and technical issues.
  • Collaborate with Sales, Engineering, and Product teams to support regional dealer networks and fleet accounts.
  • Monitor KPIs including first-touch resolution, call abandonment rates, and customer satisfaction scores.
  • Implement regional service strategies aligned with national goals and business growth plans.
  • Manage escalations and ensure high-quality service for performance and traditional automotive customers.
  • Support bilingual service initiatives and ensure culturally competent communication across diverse markets.
  • Conduct regular performance reviews, training sessions, and process improvement initiatives.
  • Travel within the region to support team development, dealer relationships, and customer engagement.

Qualifications

  • 5+ years of experience in customer service management, preferably in the automotive or technical product space.
  • Proven leadership skills with experience managing remote or multi-location teams.
  • Strong mechanical abilities and quick to pick up technical understanding and has had experience with automotive aftermarket parts and components.
  • Excellent communication, problem-solving, and organizational skills.
  • Experience with CRM systems and service analytics.
  • Bilingual (Spanish/English).
  • Willingness to travel regionally as needed.

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