Nuss Truck and Equipment · 19 hours ago
Customer Support Operations Manager
Roseville, MN 55113, USA
Full-time
Onsite
Mid, Senior Level
$80K/yr - $125K/yr
7+ years expNuss Truck and Equipment is a company focused on providing excellent customer support in the heavy-duty truck and construction equipment industry. The Customer Support Operations Manager is responsible for leading the Customer Support Manager team, ensuring operational performance, financial contribution, and customer satisfaction while aligning with company objectives.
AutomotiveLogistics
Responsibilities
Provide direct leadership, coaching, and performance management for assigned Customer Support Managers
Set and enforce clear expectations, performance standards, and accountability measures for CSM roles
Monitor team performance relative to KPIs, revenue targets, productivity benchmarks, and customer relationship metrics
Conduct weekly one-on-one coaching sessions and monthly formal review discussions with CSMs
Develop annual business plans for the Customer Support division including revenue goals, customer expansion strategies, and resource allocation
Ensure workload balancing across territories and maintain adequate coverage for key accounts
Partner with Parts, Service, Warranty, Sales, OEM parts, and Corporate leadership to coordinate support initiatives and resolve cross-departmental challenges
Analyze sales performance, profit margins, territory trends, and customer expenditures to make data-driven decisions
Participate in the development and management of department budgets, forecasts, and strategic growth objectives
Review and approve pricing strategies, discount approvals, and major customer proposals before submission
Monitor customer activity through CRM for accuracy, completeness, and timely updates
Identify new business opportunities and guide CSMs in generating leads for parts, service, and whole goods
Ensure appropriate control and documentation over company vehicle usage, fuel card compliance, and territory-related expenses
Ensure all team members display courteous, respectful, and polished communication in all interactions
Hold CSMs accountable for timely responses and meeting promised timelines for quotes, updates, and delivery
Confirm team members provide correct pricing, lead times, service details, and technical guidance
Ensure CSMs actively evaluate customer operations and recommend appropriate products, services, and preventative solutions
Reinforce honest communication, documentation accuracy, and reliability in commitments made to customers
Ensure positive representation of company values, image, and safety standards in all customer environments
Enforce adherence to company policies, safety procedures, documentation requirements, and regulatory expectations
Review and approve CSM call reports, vehicle inspections, delivery sheets, and return documentation
Ensure all CSMs maintain required monthly training in CE, Truck, and Safety modules
Support timely reporting and investigation of customer escalations, field incidents, vehicle accidents, or safety concerns
Maintain readiness for audits by ensuring accuracy of CRM records, compliance documentation, and vehicle maintenance logs
Lead corrective action plans for policy violations, documentation errors, or customer service breakdowns
Support onboarding and training of new CSMs and assist in refining training modules
Coordinate field training sessions with Technical Support and Product Specialists
Attend customer visits with CSMs to evaluate performance and strengthen key accounts
Assist in developing marketing or promotional strategies for parts and service campaigns
Represent the company at trade shows, dealer meetings, and industry events as requested
Directly supervises Customer Support Managers
Responsible for interviewing, hiring recommendations, employee development, discipline, and performance evaluations
Ensures consistent application of company policy, documentation of coaching, and legally-compliant employment actions
Qualification
Required
High school diploma or equivalent required
Minimum seven (7) years experience in heavy-duty truck or construction equipment parts/service operations
Minimum three (3) years of supervisory or team leadership experience
Demonstrated history of meeting financial targets and driving revenue growth
Advanced technical knowledge of trucks, construction equipment, and onboard diagnostic systems (2007+ model years)
Strong leadership, coaching, and conflict-resolution skills
Ability to analyze financial data, understand margin calculations, and interpret KPI reporting
Excellent organizational skills with ability to prioritize multiple tasks under time constraints
Proficiency with Microsoft Office applications, CRM platforms, and dealership management systems
Strong interpersonal skills with ability to build trust and maintain long-term customer relationships
Valid driver's license required
Preferred
Associate's or Bachelor's degree in Business, Management, or related technical field strongly preferred
CDL preferred
Company
Nuss Truck and Equipment
Nine locations in MN & WI, Nuss Truck Group Inc. (dba Nuss Truck & Equipment) sells Mack and Volvo Trucks, Isuzu Commercial Vehicles, and UD Trucks.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brad Nuss
CFO
Company data provided by crunchbase