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Position Details & Responsibilities

Our client is seeking a Regional Customer Support Manager to lead and optimize parts and service operations across multiple branch locations within an assigned region in North-Central Tennessee.

This role is responsible for driving performance, profitability, and consistency across parts and service departments while supporting branch leadership and maintaining strong OEM and supplier relationships. The ideal candidate brings a hands-on leadership approach, strong operational discipline, and a customer-first mindset.

Responsibilities

• Provide regional leadership for all parts and service operations across assigned branches.
• Set performance standards and expectations aligned with company metrics and core values.
• Support and guide Parts and Service Managers to improve daily execution, efficiency, and results.
• Drive achievement of OEM performance metrics, scorecards, and annual business plans.
• Oversee parts inventory performance, including turns, availability, aging, and stock order ratios.
• Support branches with escalated technical service issues, warranty concerns, and customer challenges.
• Maintain accountability for warranty recovery and service performance across the region.
• Partner with Regional General Managers and Branch Managers to align service and parts strategy with overall business goals.
• Develop and implement regional initiatives to improve service efficiency, technician development, and customer satisfaction.
• Recruit, coach, train, and develop parts and service talent across the region.
• Build and maintain strong working relationships with OEMs, suppliers, and internal stakeholders.

For more information on this position or the full job description, please contact BG Aguirre at Herk & Associates:

BGAguirre@herkandassociates.com 

Qualifications

• 5–10 years of progressive leadership experience in parts and service operations within an equipment dealership or similar environment.
• Proven experience overseeing multi-location parts and service teams.
• Strong understanding of service operations, warranty administration, inventory management, and OEM performance metrics.
• Demonstrated ability to lead, coach, and develop managers and frontline employees.
• Solid financial and operational acumen with experience improving departmental profitability.
• Strong communication and relationship-building skills across operations, sales, and executive leadership.
• Proficiency in Microsoft Office; familiarity with ERP, service, and inventory systems preferred.
• Bachelor’s degree preferred or equivalent industry experience.