Director of Customer Service
Apply NowCompany: AdeptAG
Location: Oberlin, OH 44074
Description:
We are seeking an exceptionally talented and motivated Director of Customer Service to join our dynamic leadership team. The Director of Customer Service will be responsible for leading and evolving AdeptAg's Parts and Service teams, ensuring seamless post-sales scheduling of installations and commissioning, customer support, field repair and parts fulfillment for our clients across North America. This leader will play a pivotal role in standardizing and integrating disparate teams and processes stemming from multiple acquisitions into a cohesive, high-performing service function.
The ideal candidate will bring deep industry experience, a strong operational mindset, and a history of successfully transforming disparate service teams into a unified, customer-centric organization.
Who We Are
AdeptAg LLC is a leader in the controlled environment agriculture industry as an integrator of growing solutions for our customers both domestic and international. AdeptAg is constantly helping to meet the challenges of today's growers with innovative and cost-efficient solutions.
Why Work for Us
Competitive Compensation Package, including Generous 401K (with Company Paid Contribution), Medical, Dental, Vision, Company Paid Life Insurance, Voluntary Life Insurance, Voluntary Accident Insurance and Disability Insurance.
Responsibilities:
Minimum Qualifications (Knowledge, skills, and abilities required)
If you are ready to lead a mission-critical function within North America's largest provider of automation solutions, irrigation systems, integrated controls, and services and play a key role in shaping and transforming customer service for a growing, innovative organization, we encourage you to apply for this exciting opportunity!
The ideal candidate will bring deep industry experience, a strong operational mindset, and a history of successfully transforming disparate service teams into a unified, customer-centric organization.
Who We Are
AdeptAg LLC is a leader in the controlled environment agriculture industry as an integrator of growing solutions for our customers both domestic and international. AdeptAg is constantly helping to meet the challenges of today's growers with innovative and cost-efficient solutions.
Why Work for Us
Competitive Compensation Package, including Generous 401K (with Company Paid Contribution), Medical, Dental, Vision, Company Paid Life Insurance, Voluntary Life Insurance, Voluntary Accident Insurance and Disability Insurance.
Responsibilities:
- Strategic Leadership & Integration:
- Develop and implement a unified strategy for post-sales service operations across North America.
- Lead the integration of disparate teams and practices, standardizing policies, workflows, and performance metrics.
- Foster a culture of collaboration, accountability, and customer focus across the Parts and Service organization.
- Customer Service & Service Delivery:
- Oversee the scheduling and execution of post-sales service, including preventive maintenance appointments, ensuring timely, high-quality, and efficient support.
- Enhance service response times, parts fulfillment, and issue resolution to improve customer satisfaction and retention.
- Implement customer feedback loops to continuously refine service offerings and address pain points proactively.
- Operational Excellence & Process Standardization:
- Develop, optimize, and drive customer service KPIs, SLAs, and operational processes to improve efficiency and scalability.
- Leverage technology and automation to drive down costs and enhance service scheduling, tracking, and customer communication.
- Partner with internal stakeholders (Sales, Engineering, and Operations) to align post-sales support with overall business objectives.
- Team Leadership & Development:
- Build, mentor, and lead a high-performing Parts and Service team, fostering professional growth and engagement.
- Drive employee alignment on shared goals, ensuring consistent and exceptional customer experiences.
Minimum Qualifications (Knowledge, skills, and abilities required)
- 10+ years of experience in customer service, post-sales support, or service operations within Greenhouse, controlled environment agriculture, or related industries.
- Proven leadership in integrating and streamlining multi-location, post-acquisition teams.
- Strong background in call center management, service scheduling, parts management, and customer support operations.
- Experience developing and implementing standardized processes, KPIs, and SLAs to drive operational efficiency.
- Skilled in change-management and driving organizational transformation in complex environments.
- Excellent communication, leadership, and problem-solving skills, with the ability to influence and align cross-functional teams.
- Proficiency with leveraging Service Cloud or similar CRM, service management, and scheduling tools to satisfy response times while reducing overhead and cost of service.
If you are ready to lead a mission-critical function within North America's largest provider of automation solutions, irrigation systems, integrated controls, and services and play a key role in shaping and transforming customer service for a growing, innovative organization, we encourage you to apply for this exciting opportunity!