Director, Service Management & Hotline Operations, Customer Support

Director Service Management & Hotline Operations Customer Support

The Director Service Management & Hotline Operations is responsible for driving excellence in customer support service delivery issue resolution and escalation management across all business verticals. This role leads the Service Management function and provides oversight of the Hotline team to ensure a consistent responsive and high-quality customer support experience aligned with organizational goals.

The position focuses on improving the full customer issue lifecycle from first contact through resolution escalation communication and long-term service follow-up. The Director will drive operational discipline service performance customer communication continuous improvement and cross-functional accountability to enhance customer satisfaction protect uptime and create long-term value.

Key Responsibilities

Leadership & Team Management

Lead mentor and develop the Service Management team and Hotline team fostering a culture of accountability urgency collaboration and continuous improvement

Set clear performance objectives and provide ongoing coaching feedback and support

Drive employee engagement professional growth and stronger role clarity within the team

Establish standard operating rhythms for team reviews escalation meetings customer issue reviews and performance management

Build a service culture focused on responsiveness ownership follow-through and customer confidence

Service Delivery & Operations

Oversee Service Management and Hotline processes across all business verticals ensuring consistency and alignment with company standards

Own the customer issue lifecycle from first contact through resolution escalation communication and follow-up

Monitor and improve service performance metrics including SLAs KPIs response times resolution rates backlog escalation aging and repeat issues

Ensure effective incident management problem management escalation management and knowledge management practices

Define clear intake triage prioritization escalation and closure processes for Hotline and Service Management activities

Establish response expectations based on customer criticality contract coverage and operational impact

Ensure major customer issues have clear ownership action plans communication cadence and closure criteria

Improve ticket quality documentation issue classification root cause capture and handoff discipline

Customer Experience

Champion a customer-centric mindset across the service organization

Act as an escalation point for critical customer issues and ensure timely resolution

Partner with customers and internal stakeholders to understand needs resolve issues and improve service offerings

Lead service recovery efforts for escalated or high-risk customer accounts

Establish consistent customer operating rhythms including weekly reviews monthly performance reviews quarterly business reviews and executive escalation routines

Create customer-level service plans that include open issues installed base risks recurring problems support gaps contract obligations parts needs and modernization opportunities

Improve customer communication during critical incidents service recovery efforts and ongoing support activities

Process Improvement & Strategy

Identify opportunities to streamline operations and implement best practices across Service Management and Hotline Operations

Drive continuous improvement initiatives using data-driven insights from tickets customer feedback escalations and service performance trends

Support the development and execution of service strategies aligned with business objectives

Use Hotline and Service Management data to identify recurring issues systemic risks training needs product concerns and site-specific support gaps

Implement ITIL-aligned practices where appropriate including incident management problem management escalation management and knowledge management

Convert lessons learned from major issues into process improvements training updates preventive actions and improved support standards

Cross-Functional Collaboration

Collaborate with engineering sales project management field service parts product teams and other internal teams to ensure seamless service delivery

Align service management practices with product and operational changes across verticals

Partner with Key Account Management and Sales to support customer retention account growth service contract performance and customer confidence

Partner with Parts to address spare parts risks availability gaps and customer-critical needs

Partner with Engineering Controls Product Business and global support teams to resolve technical issues and identify repeat failure patterns

Partner with Project Execution and Field Service to improve the transition from project go-live into steady-state service

Influence cross-functional teams to drive issue ownership and closure even when resources do not directly report into this role

Reporting & Governance

Develop and maintain dashboards and reports on Service Management and Hotline performance

Present insights risks trends and recommendations to senior leadership

Ensure compliance with internal policies customer contract requirements and external requirements

Track key metrics such as response time resolution time open escalations repeat issues SLA adherence backlog customer-impacting events and action closure

Create visibility for leadership on escalated accounts recurring problems customer risks and service performance gaps

Establish standard work for customer reviews escalation meetings issue logs action trackers service plans and internal operating reviews

Compensation range: $165000.00 - $175000.00 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 & Experience

Bachelors degree in Business Engineering Operations Supply Chain or a related field. Masters degree preferred

7 years of experience in service management customer support technical support field service industrial operations or related roles

3 years of leadership experience managing teams

Experience managing customer escalations in a technical industrial or operational environment

Experience working across matrixed teams and influencing resources outside of direct reporting lines

Experience improving or leading a technical Hotline help desk control room or remote support function preferred

Skills & Competencies

Strong leadership and people management skills

Deep understanding of service management frameworks including ITIL or similar practices

Strong understanding of service delivery issue management escalation management customer communication and support operations

Excellent problem-solving and decision-making abilities

Strong communication and stakeholder management skills

Ability to manage multiple priorities across diverse business verticals

Data-driven mindset with experience using service analytics tools

Strong customer presence with the ability to communicate effectively with executive-level customers and site-level operational teams

Ability to create structure in a fast-moving service environment

Strong sense of urgency ownership and follow-through

Technical curiosity and ability to understand complex automation controls and field service issues at a practical level

Preferred Qualifications

Experience in industrial systems automation logistics airports warehousing manufacturing or material handling industries

Familiarity with global service operations and support models

Certification in service management frameworks including ITIL certification

Experience with C4C Salesforce SAP Power BI ticketing systems or similar service platforms

Technical understanding of automation systems controls PLCs conveyors sorters scanners and field service support models

Experience building a Service Management function or improving an immature service process

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 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 BEUMERS commitment to diversity and inclusion. All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time