Customer Service and Parts Manager

Job Title: Parts Customer Service Manager Reports To: North American Parts Manager Location: Waco, TX Company: TIME Manufacturing Company Company Overview TIME Manufacturing Company is a leading global manufacturer of vehicle-mounted aerial lifts, digger derricks, bucket trucks, and bridge inspection equipment. Through its renowned brands: Versalift, Ruthmann, Bluelift, France Elévateur, Movex, BrandFX, and Aspen Aerials. The company serves diverse industries, including electric utility, telecommunications, bridge inspection, tree care, and other fleet-supported sectors. With a strong commitment to innovation, quality, and customer satisfaction, TIME Manufacturing Company designs and manufactures top-tier products that enable professionals to operate safely and efficiently at various heights. Job Summary The Customer Service Manager supports the North American Parts Manager while directly leading the day-to-day Parts Customer Service operation. This role is responsible for developing the customer service team and ensuring timely, accurate, professional, and solution-focused support for customers, dealers, distributors, and internal teams. The position oversees Parts Customer Service personnel, service standards, escalations, training, workload and department coverage, process improvement, and cross-functional issue resolution. The role also supports broader Parts operations by helping resolve order, product, availability, and fulfillment issues from initial request through resolution as needed. This position works closely with Parts, Supply Chain, Purchasing, Warehouse, Engineering, Warranty, Service, Technical Support, Sales, and Operations to remove bottlenecks and improve customer experience. Key Responsibilities Schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.; overtime may occasionally be required Travel: Approximately 5%, primarily periodic travel within Texas and occasional travel to Bath, PA Team Leadership & Customer Service Lead the day-to-day Parts Customer Service operation across North America. Manage, coach, train, and develop Parts Customer Service team members and supervisors. Manage staffing, schedules, workload, timecards, time-off requests, and department coverage. Establish and reinforce expectations for responsiveness, professionalism, accuracy, ownership, accountability, and customer service. Ensure team members have the training, product knowledge, processes, and resources necessary to succeed. Identify staffing, training, technology, and process needs as the business grows. Parts & Order Support Oversee daily Parts Customer Service activities and provide support for complex parts and order requests. Support inquiries involving parts identification, pricing, quotations, availability, lead times, shipping, and order status. Investigate parts and order issues and ensure required follow-up from Engineering, Purchasing, Warehouse, Supply Chain, or other departments is completed. Escalate and expedite urgent parts requests through the appropriate channels. Review parts diagrams and other available information to assist with parts identification and escalate part setup or data issues as needed. Monitor quote and order accuracy and address recurring errors or process gaps. Provide backup support for team members and the North American Parts Manager as needed to ensure critical requests are handled through resolution. Customer Experience & Escalations Serve as a primary escalation point for unresolved, high-priority, or dissatisfied customers. Professionally de-escalate difficult customer situations and drive issues through resolution. Ensure customers receive timely, proactive communication regarding open or delayed requests. Maintain ownership of escalated customer issues from initial contact through resolution and ensure the loop is closed with the customer. Reinforce company expectations for timely responses to customer emails, voicemails, and other requests. Identify and address cross-functio…

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