Director, Service Management & Hotline Operations, Customer Support

BEUMER Group • Franklin Township, NJ

4d • Onsite

About The Position

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.

Requirements

• Bachelor’s degree in Business, Engineering, Operations, Supply Chain, or a related field.
• 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
• 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

Nice To Haves

• Master’s degree preferred
• Experience improving or leading a technical Hotline, help desk, control room, or remote support function preferred
• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

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