Customer Service Manager (M/F)

As part of the development of the new TLD Africa Sales & Service Organization (SSO), we are looking for a Customer Service Manager – Africa. Reporting to the Sales & Service Director – Africa, the CSM will be responsible for driving customer support service, developing our technical team and ensuring a strong and consistent level of service throughout Africa. This role requires a hands-on leader capable of balancing operational and managerial responsibilities. As the Africa region is in a start-up phase for machine sales and service operations, the Customer Service Manager (CSM) is expected to remain actively involved in field service activities, including commissioning, troubleshooting, and customer support. At the same time, the CSM will lead the development of the regional Customer Service organization, establishing processes, developing team competencies, and building a structured and scalable After-Sales Service team. Main Responsibilities • Support the development and growth of the new TLD Africa SSO from a customer service and technical perspective. • Manage and support TLD after-sales and technical activities across Africa. • Remain actively involved in field work, troubleshooting, commissioning and complex technical interventions. • Train, coach and develop new technical staff as the Africa organization expands. • Transfer technical knowledge and best practices to new ASTs and service partners. • Support ASTs remotely and on-site when required. • Coordinate service activities with customers, factories, spare parts, sales and external service partners. • Manage warranty cases, technical issues, service bulletins and equipment follow-up. • Ensure customer issues are handled quickly and professionally with a strong focus on reducing equipment downtime. • Monitor service performance and maintain the required TLD service tools, reporting and KPIs. • Support the selection, training and monitoring of third-party service partners throughout Africa. • Conduct regular customer and service reviews and identify areas where TLD support can be improved. • Travel regularly throughout Africa to support customers and the technical team. Profil Recherché What we are looking for: With strong practical experience in technical service, maintenance or customer support, you have proven hands-on experience working directly on equipment and resolving technical issues in the field. Previous experience in GSE or aviation would be highly desirable. You have a good understanding of service processes and customer expectations, and you have already supported, trained or mentored technicians. You take ownership of customer issues and drive them through to resolution, and you organize and prioritize service activities across multiple countries. Confident dealing directly with customers, factories and internal teams, you demonstrate strong communication skills. Fluency in English is essential for this position; French would be an advantage. This role requires extensive travel throughout Africa. If you're known for being customer-focused, practical and autonomous, and you're willing to remain hands-on, we want to hear from you! Join us and be a part of the journey! #WeAreTLD ✈ Présentation De La Structure Every day, in more than 150 countries, TLD equipment operates on tarmacs around the world. Behind them, more than 2,300 employees who have been writing, for over 70 years, a human and industrial adventure in constant progress. ALVEST, an international group headquartered in France, brings together specialized companies recognized in global markets. TLD is part of this group as the world leader in Ground Support Equipment since 1953. We design, assemble, distribute, and provide after-sales service for equipment that operates at airports worldwide, from 11 production sites located in North America, Asia, and Europe. An entrepreneurial spirit, continuous innovation, and a relentless focus on customer satisfaction: that is what defines TLD. Today, this culture drives us beyond our industry: our electric, hybrid, and autonomous solutions are contributing to the environmental transformation of global aviation. Show more Show less

With strong practical experience in technical service, maintenance or customer support, you have proven hands-on experience working directly on equipment and resolving technical issues in the field. Previous experience in GSE or aviation would be highly desirable. Fluency in English is essential; French would be an advantage. This role requires extensive travel throughout Africa.

Support the development and growth of the new TLD Africa SSO from a customer service and technical perspective. Manage and support TLD after-sales and technical activities across Africa. Remain actively involved in field work, troubleshooting, commissioning and complex technical interventions. Train, coach and develop new technical staff as the Africa organization expands. Transfer technical knowledge and best practices to new ASTs and service partners. Support ASTs remotely and on-site when required. Coordinate service activities with customers, factories, spare parts, sales and external service partners. Manage warranty cases, technical issues, service bulletins and equipment follow-up. Ensure customer issues are handled quickly and professionally with a strong focus on reducing equipment downtime. Monitor service performance and maintain the required TLD service tools, reporting and KPIs. Support the selection, training and monitoring of third-party service partners throughout Africa. Conduct regular customer and service reviews and identify areas where TLD support can be improved. Travel regularly throughout Africa to support customers and the technical team.