About this role
The Service Manager, Customer Support is responsible for managing customer support and service operations to ensure timely, high-quality service delivery and customer satisfaction. This role runs service delivery and contract performance for assigned customers and partners cross-functionally to meet service-level agreements, improve operational efficiency, and resolve customer issues. The Service Manager will report to the segment leader.
Responsibilities:
Customer Support & Service Delivery
Manage daily customer support and service operations, including case management, service requests, and escalationsEnsure adherence to SLAs, response times, and service quality standardsAct as a point of escalation for complex customer issues and service failuresDrive a customer-centric culture focused on responsiveness and resolutionRun service delivery and contract performance for assigned customersCoordinate with KAMs, Engineering, Hotline and Field Service regularlyOperational Performance & Reporting
Track and report service KPIs such as response time, backlog, first contact resolution, MTTR, and customer satisfactionIdentify trends and root causes impacting service performanceImplement corrective actions and continuous improvement initiativesDrive cost control and P&L of service contract performanceContract performance, uptime and cost reportingOwner of P&L and service contractsProcess Improvement & Standardization
Improve customer support workflows, ticketing processes, and service proceduresSupport Lean, Six Sigma, or continuous improvement initiativesEnsure documentation, knowledge bases, and SOPs are accurate and up to dateCross-Functional Collaboration
Partner with Field Service, Spare Parts, Logistics, Engineering, and Quality teams to resolve customer issuesSupport warranty claims, returns, and service-related investigationsCollaborate with Sales and Account Management to support customer relationshipsSystems & Tools
Manage and optimize use of CRM, ticketing, and service management systemsEnsure data accuracy, reporting integrity, and process complianceSupport system enhancements and digital customer support initiativesCompensation range: $115,000.00 - $125,000.00 Annually
The posted salary range reflects the compensation the company reasonably expects to offer for this position. Actual compensation will not be less than the posted minimum and will be based on multiple factors.
Qualifications:
Education
Bachelor’s degree in Business, Operations, Engineering, or related field preferredExperience
5–8+ years of experience in customer support or service operations2–4+ years in a supervisory or management roleExperience in a service-driven or technical support environment, preferably in the intralogistics industry.Skills & Competencies
Strong customer service and escalation management skillsExcellent communication and interpersonal skillsStrong problem-solving and organizational skillsExperience with CRM and service management toolsData-driven mindset with KPI and reporting experienceTravel
Travel rate: 25%, also as required by business needs.#CareerMadeDifferent
BEUMER is an innovative company, where every employee is part of the "family". Because our employees are our most important asset, here are some of benefits we currently offer full-time employees:
Medical & Dental Premiums: We cover 100% of the premiums for you and your eligible dependents.401(k) with Generous Match: Secure your financial future with our competitive retirement plan.Life Insurance / Long Term Disability: Peace of mind for you and your loved ones. Yes, we cover that too!Ancillary Insurances: Including vision, accident, and critical illness insurance. Generous Paid Time Off: Achieve the optimal work-life balance.Company Holidays: Enjoy paid time off on designated company holidays including additional flex days for times that matter most!Performance-Based Bonus: Eligibility to participate in our Target Agreement Plan for bonus potential.Equal Opportunity Statement:
BEUMER is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex (including pregnancy and breastfeeding), gender, affectional or sexual orientation, gender identity or expression, transgender status, national origin, age, ancestry, disability (mental or physical), veteran status, genetic information, atypical hereditary cellular or blood trait, marital status, civil union status, domestic partner status, or any other status protected under local, state or federal laws - prohibits discrimination, harassment, and retaliation in all aspects of employment. This commitment applies to recruitment, hiring, training, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment.
By accepting an offer of employment with BEUMER, the employee agrees to abide by all policies and practices that promote a workplace free from discrimination and harassment and acknowledges BEUMER’S commitment to diversity and inclusion.