Director, Customer Service

ConMet is seeking an experienced, customer-focused Director of Customer Service to lead our customer service and warranty organizations.

This strategic leadership role is responsible for improving customer experience, managing warranty and customer facing service administration, resolving escalated issues, and driving cross-functional improvements across quality, operations, engineering, supply chain, sales, and finance.

The ideal candidate brings strong leadership experience in a manufacturing, automotive, commercial vehicle, or industrial environment, along with expertise in warranty programs, customer service management & systems, root-cause analysis, and continuous improvement with a focus on customer experience.

What You’ll Do


* Lead, coach, and develop customer service and warranty teams.


* Understand existing systems and organizations and develop improvements to systems, processes and organizational resources to optimize our customer experience.


* Oversee and implement improved service standards, KPIs, escalation processes, and operating rhythms that deliver consistent customer experience.


* Oversee the end-to-end warranty claim process, including investigation, approval or denial, payment, reporting, and closure.


* Partner with Quality, Engineering, Manufacturing, Supply Chain, Sales, and Suppliers to resolve customer concerns and implement corrective actions.


* Analyze customer service and warranty data to identify trends, recurring issues, cost drivers, and improvement opportunities.


* Serve as a senior escalation point for significant customer concerns, service failures, and warranty disputes.


* Develop reporting and dashboards for customer satisfaction, claim turnaround time, backlog, repeat issues, claim rates, and warranty costs.


* Support product launches, process changes, and strategic initiatives by ensuring customer service and warranty readiness.


* Oversight will be at various locations and will require travel as appropriate.

What You’ll Bring


* Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent experience.


* 8+ years of experience in customer service, warranty administration, quality, operations, or a related field.


* 5+ years of leadership experience managing teams and cross-functional initiatives.


* Strong knowledge of warranty processes, customer service systems, customer escalation management, root-cause analysis, and corrective action.


* Experience in manufacturing, automotive, commercial vehicle, or industrial operations.


* Strong communication, analytical, relationship-building, and problem-solving skills.

Preferred Qualifications


* Experience in manufacturing customer service and warranty management inclusive of both OEM and aftermarket oversight.


* Familiarity with SAP, ERP, CRM, warranty management, and reporting tools.


* Lean, Six Sigma, or continuous-improvement experien...