Service Manager
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Job Location:
Somerset, NJ - USA
Monthly Salary:
Not Disclosed
Posted on:
23 hours ago
Vacancies:
1 Vacancy
Job Summary
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: $115000.00 - $125000.00 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
- Bachelors degree in Business Operations Engineering or related field preferred
Experience
- 58 years of experience in customer support or service operations
- 24 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.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Restaurant Experience
- Kitchen Experience
- Dealership Experience
- Food Safety Experience
- Management Experience
- Auto Service Management
- Maintenance
- Operations Management
- Cash Handling
- Leadership Experience
- Supervising Experience
- Automotive Service
About Company
We are an international leader in the design and manufacture of intralogistics systems for conveying, loading, palletising, packaging, sortation, and distribution. With 5,600 employees worldwide, we generate an annual order intake of around 1,25 billion euros. Founded in 1935, we are ... View more
