Air Lift Company

Compensation

Full Description

Senior National Customer Service Manager Location: West Coast (Preferred: Southern California) Department: Customer Service & Satisfaction Reports To: Director of Customer Service and Satisfaction About Air Lift Company Founded in 1949, Air Lift Company is a trusted leader in air suspension systems, dedicated to enhancing vehicle safety, performance, and comfort. From our pioneering air spring inserts to today’s advanced load support and performance solutions, we engineer products for over 540 vehicle applications worldwide. As a family-owned business based in Lansing, Michigan, we take pride in our racing heritage, industry-leading innovations, and ISO-certified commitment to quality. At Air Lift, we design, build, and support suspension systems that fit, work, and last—because your safety is our top priority. Position Summary Air Lift Company is seeking a strategic and experienced Senior National Customer Service Manager to lead our customer service operations across the U.S., with a focus on fleet clients and international markets. This role is responsible for driving service excellence, managing regional teams, and aligning customer experience with business growth goals. The ideal candidate is bilingual (Spanish/English preferred), highly experienced in technical service environments, and skilled in managing complex customer relationships. Key Responsibilities • Lead and mentor regional customer service managers and technical advisors across multiple U.S. regions. • Develop and implement service strategies for fleet and international accounts. • Oversee escalation protocols, resolution metrics, and customer satisfaction KPIs. • Collaborate with Sales, Engineering, and Operations to ensure seamless customer support. • Manage service delivery for custom air suspension systems in both performance and traditional automotive markets. • Analyze service data to identify trends, gaps, and opportunities for improvement. • Represent the company in high-level customer meetings, trade shows, and international service reviews. • Ensure compliance with global service standards and fleet contract requirements. • Support bilingual service initiatives and ensure culturally competent communication across markets. Qualifications • 8+ years in customer service leadership, preferably in automotive or technical product support. • Proven experience managing fleet accounts and international service operations. • Bilingual (Spanish/English) required. • Strong understanding of air suspension systems and performance automotive products. • Excellent leadership, communication, and cross-functional collaboration skills. • Experience with CRM systems, service analytics, and KPI dashboards. • Track and report Metrics for Customer Services and Warranty, (i.e. Abandonment percentages, Customer Satisfaction, response time) • Willingness to travel nationally and internationally as needed. Compensation & Benefits: Competitive Base Salary Performance Bonus Potential: Full benefits package including health, dental, 401(k), and paid time off.