What are the responsibilities and job description for the Regional Customer Service Manager position at Watlow?
Working at Watlow
Watlow is a global technology and manufacturing leader who provides world class engineering expertise through innovative thermal products and systems, enabling our customers to thrive. We are making a positive impact every day as our solutions enrich the lives of people everywhere. We have been providing breakthrough thermal solutions for nearly a century. Our corporate values guide us uncompromisingly to always do the right thing, continually learn and improve, respect everyone, and lead with service and humility .
About the Role
As the Regional Customer Service Manager at Watlow , you are responsible for overseeing a team across North America, with an indirect team globally. This position focuses on managing local personnel and customer-facing processes, ensuring the execution of policies and processes to deliver a superior customer experience. The manager will drive continuous improvement, team development, and collaboration while optimizing performance, budget, and service delivery across customer service and product support teams.
Your Key Responsibilities
- Serve as a Subject Matter Expert (SME) in customer service operations
- Manage daily operations and ensure alignment with business goals
- Interpret and implement policies, and solve complex problems
- Analyze trends, metrics, and customer feedback to improve service
- Lead process improvements and integrate new technologies
- Control budget, staffing, and expenses in line with the Annual Operating Plan (AOP)
- Foster collaboration, build relationships, and promote consensus within teams
- Coach and mentor team members, identifying development opportunities
- Partner with internal teams to drive customer success and act as the voice of the customer
- Oversee escalations, support procedural questions, and ensure service excellence
- Use business tools and Lean methodologies to optimize performance and service delivery
- Stay updated on product knowledge, compliance, and industry trends
Required Qualifications
Desired Qualifications
Benefits : The Watlow Total Compensation Plan
The health, well-being and financial stability of you and your family is a high priority to us. T he Watlow Total Rewards Plan includes competitive compensation and a full range of life and career enhancing benefits :
Diversity & Inclusion
We proactively embrace diversity in all its dimensions across our company and cultivate a culture of inclusion and forward thinking that respects and reflects each team member's individual strengths, views, and experiences. Watlow takes pride in being an inclusive equal opportunity employer and considers for employment qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Please let us know confidentially if you need or require any special accommodations to participate in our recruiting process by emailing us at accommodations@Watlow.com .
