Job Description

Job Title: Customer Service Center Manager

Location: Houston, TX

Industry: Uninterruptible Power Supply (UPS)

Employment Type: Full-Time

About the Company

Our client is a global leader in the manufacturing of Uninterruptible Power Supply (UPS) systems, delivering high-performance power solutions to mission-critical environments such as data centers and other industrial applications worldwide. With a strong commitment to innovation, quality, and customer satisfaction, they are expanding their U.S. operations and seeking an experienced Customer Service Center Manager to lead their Houston-based service hub.

Position Overview

As the Customer Service Center Manager , you will oversee the daily operations of the Houston Service Center, which includes a team of approximately 40 employees comprised of field service technicians, service coordinators, and service sales professionals. This is a high-impact leadership role that requires a strong blend of commercial acumen and operational expertise. You will be responsible for driving service excellence, optimizing performance, ensuring customer satisfaction, and supporting revenue growth through service-related sales initiatives.

Key Responsibilities

• Lead, coach, and manage a team of ~40 professionals, including field service engineers and service sales staff.
• Oversee scheduling, logistics, technical support, and customer communications to ensure high service delivery standards.
• Drive commercial performance of the service center, including service contract renewals, upselling of services, and customer retention.
• Monitor key performance indicators (KPIs), productivity, and operational efficiency.
• Collaborate with executive leadership to develop strategic plans for service operations and customer support.
• Ensure compliance with health, safety, and quality standards.
• Manage service budgets, resource allocation, and cost controls.
• Act as a liaison between the service center and other internal departments including Sales, Engineering, and Supply Chain.
• Lead initiatives to improve service processes, customer experience, and overall performance.

Candidate Requirements

• Proven experience in managing a service or operations center, ideally within the power, electrical, or industrial equipment sectors.
• Strong understanding of UPS systems or related power solutions preferred.
• Experience managing field service teams and service sales functions.
• Ability to balance commercial objectives with operational execution.
• Excellent leadership, communication, and team development skills.
• Analytical and metrics-driven mindset.
• Bachelor's degree in Engineering, Business Administration, or related field preferred.

What’s On Offer

• Competitive compensation package
• Comprehensive benefits
• Leadership role within a global, growth-focused organization
• Opportunities for career advancement

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