Job Description

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 escalations
• Ensure adherence to SLAs, response times, and service quality standards
• Act as a point of escalation for complex customer issues and service failures
• Drive a customer-centric culture focused on responsiveness and resolution
• Run service delivery and contract performance for assigned customers
• Coordinate with KAMs, Engineering, Hotline and Field Service regularly

Operational Performance & Reporting

• Track and report service KPIs such as response time, backlog, first contact resolution, MTTR, and customer satisfaction
• Identify trends and root causes impacting service performance
• Implement corrective actions and continuous improvement initiatives
• Drive cost control and P&L of service contract performance
• Contract performance, uptime and cost reporting
• Owner of P&L and service contracts

Process Improvement & Standardization

• Improve customer support workflows, ticketing processes, and service procedures
• Support Lean, Six Sigma, or continuous improvement initiatives
• Ensure documentation, knowledge bases, and SOPs are accurate and up to date

Cross-Functional Collaboration

• Partner with Field Service, Spare Parts, Logistics, Engineering, and Quality teams to resolve customer issues
• Support warranty claims, returns, and service-related investigations
• Collaborate with Sales and Account Management to support customer relationships

Systems & Tools

• Manage and optimize use of CRM, ticketing, and service management systems
• Ensure data accuracy, reporting integrity, and process compliance
• Support system enhancements and digital customer support initiatives

Compensation 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

** Qualifications:**

Education

• Bachelor’s degree in Business, Operations, Engineering, or related field preferred

Experience

• 5–8+ years of experience in customer support or service operations
• 2–4+ years in a supervisory or management role
• Experience in a service-driven or technical support environment, preferably in the intralogistics industry.

Skills & Competencies

• Strong customer service and escalation management skills
• Excellent communication and interpersonal skills
• Strong problem-solving and organizational skills
• Experience with CRM and service management tools
• Data-driven mindset with KPI and reporting experience

Travel

• Travel rate: 25%, also as required by business needs.

Additional Information

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.

BEUMER is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.