Customer Solutions Manager

Description

The Customer Solutions Manager at Aalberts HFC plays a critical role in delivering an exceptional customer experience by leading the Customer Service, Field Services, and Project Management functions. This position oversees the coordination and execution of large, complex, and high-priority customer orders and serves as a key connection between customers, Sales, Operations, Engineering, Planning, Purchasing, Quality, and Shipping. The role ensures customer requirements are understood, communicated, and successfully executed and oversees field-service activities to support product performance and resolve customer issues.

This role requires a highly self-driven, proactive leader who independently moves priorities forward, anticipates customer and operational needs, and takes ownership of issues from identification through resolution. 

Essential Functions:

• Leads, coaches, and develops the Customer Service, Field Services, and Project Management teams.
• Oversees customer-service operations to ensure responsive communication, accurate order processing, and timely issue resolution.
• Oversees field-service activities, aligning schedules, resources, and technical support to meet customer needs.
• Directs the execution of large, complex, and high-priority customer projects, ensuring clear plans, accountability, and follow-through.
• Coordinates across departments to ensure customer requirements are understood and commitments are met.
• Serves as an escalation point for complex customer concerns, partnering with Engineering, Quality, and other functions to drive resolution.
• Independently drives priorities forward, anticipates risks, removes obstacles, and follows through with minimal direction.
• Monitors performance and leads improvements to processes, service quality, and customer satisfaction.

Competencies:

• Self-driven and proactive, with strong ownership and follow-through.
• Strong leadership, delegation, and team-development skills.
• Customer-focused, with sound judgment and problem-solving skills.
• Strong communication and cross-functional collaboration skills.
• Effective project management, organization, and prioritization.
• Understanding of hydronic systems, technical products, and manufacturing processes.
• Strong business acumen and attention to detail.
• Familiarity with ERP, CRM, and project- or service-management systems.

Supervisory Responsibility:

This position directly oversees the Customer Service, Field Services, and Project Management functions, including supervision and development of employees within these areas.

Work Environment:

This position primarily operates in a professional office environment but regularly interacts with employees in manufacturing and warehouse environments.

Position Type and Expected Hours of Work: 

Core working hours will be Monday through Friday, 8:00 a.m. to 5:00 p.m. working at least 40 hours each week. Evening and weekend work is required as work duties and requirements demand. 

Travel

Occasional travel may be required for customer visits, training, construction jobsites, OEM factories, or meetings.

Requirements

Required Education and Experience:

• Bachelor’s degree in business, engineering, project management, or a related field, or an equivalent combination of education and experience.
• Five years of experience in customer service, field services, project management, order management, or a related function.
• Previous supervisory or team-leadership experience.
• Demonstrated success independently managing priorities and driving projects or customer issues through completion.
• Experience coordinating complex projects across multiple departments.
• Experience resolving customer issues and coordinating technical or service support.

Preferred Education and Experience:

• Experience in a manufacturing or technically focused environment.
• Experience managing large, customized, or complex customer orders.
• Knowledge of hydronic heating and cooling systems, products, or applications.
• Project-management training or certification.