Director of Customer Support, Service

BEUMER Group • Somerset, NJ

88d • $140,000 - $150,000

About The Position

We are seeking a highly experienced and strategic Director of Service to lead our aftermarket and service business across North America. This leadership role is responsible for defining and executing service strategies that drive operational excellence, revenue growth, and long-term customer partnerships within BEUMER Group’s Customer Support Product Business Portfolio. The successful candidate will bring deep expertise in one or more of the following industries: minerals and mining, petrochemical, cement, or heavy industry, and will oversee all aspects of service delivery—including technical support, warranty management, and lifecycle services—across our portfolio of filling, packaging, and palletizing systems (including stretch hood solutions) as well as bulk material handling solutions (bucket elevators, hot-material feeders, and overland conveyors). Leading a team of technical field and office-based professionals, the Director will be accountable for performance, safety, and financial outcomes while continuously enhancing service capabilities and expanding the value of BEUMER’s product business offerings.

Requirements

• Bachelor’s degree in Engineering, Business, or related field (Master’s degree preferred).
• Minimum 10+ years’ leadership experience in Service/Aftermarket roles within industrial equipment supporting minerals & mining, petrochemical, or heavy manufacturing environments.
• Strong knowledge of conveying systems (overland conveyors, bucket elevators, feeders for hot materials) and/or end-of-line packaging systems (stretch hood, palletizers, filling solutions).
• Proven track record of growing service revenue through spare parts, modernization, and service contracts.
• Experience leading large, distributed service organizations with a mix of direct and indirect resources.
• Strong financial acumen (budgeting, forecasting, ROI analysis).
• Ability to engage credibly with senior-level customer stakeholders and negotiate service agreements.
• Exceptional leadership, communication, and influencing skills across all organizational levels.
• Ability to travel up to 50% of the time, based on business needs.

Responsibilities

• Develop and execute service strategies that align with BEUMER’s overall business objectives, ensuring continuous improvement and long-term growth in residential services.
• Lead the Service organization with full P&L responsibility, driving profitable growth through spare parts, upgrades, modernization, retrofits, and service contracts.
• Define and execute KPIs around equipment uptime, response time, MTTR, service contract attachment, and customer satisfaction.
• Drive customer-focused initiatives to expand service offerings, increase contract penetration, and enhance spare parts and warranty sales.
• Partner with Sales, Engineering, and Executive Leadership to develop proposals, service contracts, and lifecycle solutions that address customer needs and business opportunities.
• Ensure alignment with company goals related to safety, quality, sustainability, and innovation.
• Provide full-circle management of service operations, including service contracts, warranty agreements, upgrades, preventive maintenance, and technical support.
• Standardize service processes across installation, commissioning, maintenance, and troubleshooting for conveyors, filling, and palletizing equipment.
• Ensure compliance with all safety standards (MSHA, OSHA, and petrochemical site regulations).
• Implement digital tools for predictive maintenance, remote diagnostics, and lifecycle planning.
• Monitor KPIs for service performance, customer satisfaction, and financial results; implement corrective actions where needed.
• Maintain oversight of hotline support, ensuring effective tiered escalation processes and swift issue resolution.
• Drive risk assessment and mitigation strategies to safeguard contract execution and customer relationships.
• Build, mentor, and retain a high-performing service team, including regional managers, field service engineers, and support staff.
• Foster a culture of safety, accountability, and continuous improvement.
• Develop and implement training programs to strengthen technical expertise, safety awareness, and customer service excellence.
• Ensure succession planning, workforce development, and talent retention to sustain organizational growth and resilience.
• Serve as the primary executive sponsor for strategic customers, ensuring high-quality lifecycle support.
• Drive service sales including LTSA/SLAs, audits, modernization packages, and training programs.
• Proactively engage with customers to identify opportunities for service improvements, upgrades, and future contracts.
• Represent BEUMER Group in customer meetings, negotiations, and strategic reviews, ensuring a balance of customer satisfaction and business performance.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees