📍 Brampton, ON | Hybrid (3 days/week in office) | ~25% travel
Our client, a global leader in industrial equipment solutions, is seeking a Director, Customer Care to lead and elevate their national service operations.
This senior leadership role is responsible for overseeing customer care, technical service, spare parts, and field service teams, while driving after-sales growth and delivering an exceptional customer experience. As a key member of the leadership team, you will own P&L performance, optimize service delivery, and implement strategies to enhance customer satisfaction and revenue.
Key Responsibilities:
- Lead, coach, and develop a high-performing Customer Care team
- Drive service strategy and after-sales revenue growth
- Oversee field service, technical support, and spare parts operations
- Manage P&L, budgets, KPIs, and forecasting
- Strengthen customer relationships and ensure service excellence
- Collaborate with global teams and support digital transformation initiatives
Qualifications:
- 10+ years of experience in customer service, field service, or after-sales within manufacturing, packaging, or capital equipment
- Proven leadership experience with P&L responsibility
- Strong commercial acumen and customer-centric mindset
- Excellent communication and stakeholder management skills
- Technical background or ability to work with technical teams
- Willingness to travel (~25%)
Our client is committed to fostering an inclusive, accessible workplace. Accommodations are available upon request for candidates participating in all aspects of the recruitment process.