Director of Customer Service

Hybrid in Grand Rapids, Michigan


The Director of Customer Service ensures the organization’s operations run smoothly and on time. They work with people, core operations, budgets, project delivery, and company strategy. They are responsible for engaging and developing the members of the teams that they manage. They must manage margins, costs, budgeting, and forecasting at the company.


SERVICE – Direct, coordinate, and exercise authority for the technical support and service of all viastore hardware products including, but not limited to, Storage/Retrieval machines (SRM’s), horizontal transportation equipment including conveyor, shuttle cars, vertical lifts, palletizers/de-palletizers, etc. 


TELEPHONE HOTLINE – Direct, coordinate and exercise authority for the technical support and service of all viastore software products including, but not limited to, viad@tWMS, viad@tMFC, viad@tVISU, viaware, legacy software, HMI software, PLC support, and associated mechanical and electrical systems as directed.  Responsible for having someone available 24/7 to handle customer calls.  Responsible for providing the resources necessary to assist the software department with projects as time permits.


SERVICE PARTS – Direct, coordinate and exercise authority for the pricing and documentation of all viastore service parts for all products including but not limited to mini-load, unit-load and man-ride SRM’s, conveyor, and associated mechanical and electrical/controls systems provided as part of an integrated system.


Essential Job Functions        

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. Position responsibilities include:


  • Responsible for the day-to-day running of the vsUS Customer Service Department, including all forecasting, estimating, budgeting and all personnel issues with regard to all facets of the business.


  • Responsible to coordinate the technical resources necessary for the commissioning of all viastore hardware products including, but not limited to, Storage/Retrieval machines (SRM’s), horizontal transportation equipment including conveyor, shuttle cars, vertical lifts, palletizers/de-palletizers, etc. 


  • Responsible to coordinate the technical resources necessary for system enhancements, retrofits and upgrades of all viastore hardware products including, Storage/Retrieval machines (SRM’s), conveyor systems, shuttle cars, vertical lifts, palletizers/de-palletizers, etc.


  • Responsible to make staff available to viastore systems’ customers to ensure that each jobsite experiences minimal downtime.  Provide resources for customer support and technical issue resolution through the use of e-mail, telephone, and other electronic means.
  • Responsible for managing the Customer Service staff to use the viastore Service Management System (SMS) to document service calls and to ensure that this tool is adequate and kept up-to-date.


  • Responsible to make certain that all documentation, drawings, specifications, etc. are organized and located in a place that provides access to ensure a fast turnaround for getting a customer back up and running.


  • Work with vsDE to ensure seamless service and support internationally.


  • Work with vsUS sales representatives to develop sales leads and opportunities with existing customers, and assist that sales effort with technical information and pricing.


  • Suggest upgrades and/or enhancements for existing customers to maintain and enhance their integrated systems and/or software solutions after initial implementation. Develop and implement these solutions.  Prepare cost estimates for the hardware and software components of potential software projects for clients.


  • Responsible for the pricing and renewal of all System Maintenance Agreements (SMA’s) and Telephone Hotline Agreements.  Must track all agreements on a master calendar to ensure timely renewals and that all visits are made in a timely fashion as planned.  Promote and encourage System Maintenance and Telephone Hotline Agreements for all customers.


  • Work with the software/controls department to make certain that all code is stored in the Subversion revision control system and that this repository is uniform across all projects.


  • Assist with the continuing development of relationships with vendors and suppliers to ensure the most cost efficient pricing of new hardware and software offerings.


  • Develop procedures to ensure that all customers know the proper procedure for contacting the hotline, and the terms of their contract.  Also, develop and maintain the procedures for transferring projects from execution and implementation to Customer Service.


  • Work with the accounting department and internal Customer Service staff to ensure accurate invoicing on a timely basis for any support calls received from clients without a service/hotline agreement.


  • Ensure all departments under the area of responsibility work together in a team environment and that decisions are optimized across functions, driving project cost to their lowest possible level.


  • Ensure that there is proper training, development and support for members of the Customer Service team.


  • Help develop and maintain a culture that rewards success and makes viastore a place where people feel positive about advancing their career.


Supervisory Responsibilities

This position directly manages a staff of service technicians, engineers, technical hotline engineers, after market parts and sales, and other support staff.


Work Environment 

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. During travel to customer locations, the employee may be exposed to various environments.


Physical Demands:                

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.


While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision color vision, and the ability to adjust focus.


Travel Requirements             

Ability to travel up to 30% per year or as necessary to support business needs.  Travel to customer locations upon completion of a project implementation to meet the customer representatives, develop relationships, and become familiar with the systems in order to provide excellent support.  Travel to customer locations to promote both sales and relationship building.


Required Education and Experience       

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  1. Bachelor’s degree or equivalent plus 5-10 years related experience or training; or equivalent combination of education and experience.
  2. An experienced leader with appropriate industry experience.   Solid understanding of AS/RS, conveyor, and software solutions and their application to warehousing and distribution. 
  3. Strong supervisory and leadership skills.
  4. An energetic, forward-thinking, and creative individual with high ethical standards and an appropriate professional image.
  5. An intelligent and articulate individual who can relate to people at all levels of an organization and possesses excellent communication skills.


Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee of this job. Duties, responsibilities, and activities may change at any time with or without notice.

AAP/EEO Statement

viastore Systems, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, viastore Systems, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.


viastore Systems, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of viastore Systems, Inc.’s employees to perform their job duties may result in discipline up to and including discharge.



We here at viastore take pride in our company culture and excellent team members. If you would like to join the viastore family, we look forward to receiving your application to