Customer Service Regional Manager

The Customer Service Regional Manager leads and develops a high performing regional customer service team to ensure exceptional service delivery, operational consistency, and alignment with Hilti's customer experience strategy. This role is accountable for executing efficient, customer-centric processes that enhance satisfaction, increase retention, and strengthen Hilti's value-added service image across all customer touchpoints. By implementing best in class service standards, optimizing performance metrics, and fostering continuous improvement, the Customer Service Regional Manager contributes directly to regional profitability, operational effectiveness, and the long-term success of Hilti's customer service organization. Ultimately, this role ensures that every customer interaction reflects Hilti's commitment to quality, reliability, and industry-leading support.

• Analyzing, repairing, testing Hilti power tools in line with global repair standards and workflow standards.
• Manages daily operations of the customer service team, including monitoring service level agreements, team schedules, and internal coordination of tasks and duties.
• Set performance goals and monitor team progress on achieving Hilti's strategy goals.
• Responsible for leading, mentoring and motivating the customer service team to outperform.
• Develop a high performing team through recruiting, hiring, training, developing, evaluating, and consequent performance management.
• Responsible for coordinating all activities including scheduling on a daily, weekly, and monthly basis.
• Maintain adequate business coverage while being mindful of required meetings and trainings, assigned shifts and team member vacation requests.
• Engage in team and individual coaching opportunities to provide ongoing feedback and support.
• Ensure team adherence to company standards, policies and guidelines.
• Take an active role in resolving escalated customer complaints.
• Develop and lead training sessions for new hires and ongoing training for existing staff, as needed.
• Collaborate with Tier 2 departments to address and resolve customer issues.
• Provide ongoing support to ensure Tier 1 and Tier 2 policies and documentation are in place to empower team members to resolve complex customer problems.
• Identify opportunities to improve the customer experience.
• Implement initiatives to increase customer satisfaction and loyalty.
• Ensure the team has the necessary tools and support to perform effectively.
• Additional duties as assigned.

• Bachelor's degree or equivalent working experience, required
• Minimum five (5) years of experience in customer service or equivalent role required; at least two (2) to three (3) years in a managerial or supervisory role, preferred
• Strong leadership and team management skills
• Demonstrated sales and mentoring capabilities, required
• Excellent verbal and written communication skills
• Demonstrated ability to lead change, adapt to a fast paced, dynamic environment on a regular basis.
• Strong problem-solving abilities and attention to detail
• Ability to handle stressful situations and manage conflicting priorities without sacrificing customer experience
• Strong organizational and time management skills
• High level of patience and empathy when communicating with customers and team members
• Positive attitude and a customer-focused mindset
• Strong knowledge of computer information systems such as Hilti Online, Genesys, CIC, Salesforce, SAP, preferred
• Experience with Microsoft office applications (Word, Excel, and PowerPoint), preferred
• Strong presentation skills

You'll join a top-ranked workplace with competitive compensation, bonus potential, and a comprehensive benefits package. We offer paid time off, paid family leave, educational reimbursement, 401(k) matching, and medical/dental/vision coverage. You'll also have two paid days annually to give back to your local community.

Hilti is a global leader in construction innovation, with more than 34,000 team members across 120 countries. Guided by our purpose, Making Construction Better, we're driven to keep learning, growing, and finding new ways to make a lasting impact. Here, you'll be empowered to use your strengths, work with a global and inclusive team, and take on meaningful challenges. At Hilti, you'll have the chance to make your ideas, achievements, and growth real through purpose, passion, and teamwork.

At Hilti, inclusion is a key focus in how we work, lead, and grow together. We are committed to embracing diversity of thought and creating an environment that is inclusive of everyone, everywhere. We continuously strive to ensure every voice is valued and every team member feels empowered to contribute. By building on this foundation, we strengthen our teams, our innovation, and our impact, making construction better together.

Hilti, Inc is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.