Senior Service Operations Manager, Customer Support

BEUMER Group • Somerset, NJ

13h • $165,000 - $175,000

About The Position

The Senior Service Operations Manager leads and optimizes end-to-end service operations to ensure high service quality, operational efficiency, and a strong customer experience. This role owns the operating backbone for Customer Support, spanning Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management.
This role sets standards, drives execution discipline, and ensures consistent outcomes across the service lifecycle. The role operates in a globally matrixed organization and reports to Customer Support leadership for North America.

Requirements

• Bachelor's degree in Operations, Engineering, Business, or related field
• 8 to 12+ years in service operations, customer support, or operational leadership
• 3 to 5+ years managing teams in a senior operations role
• Experience in field service, repair operations, or aftermarket support environments
• Strong understanding of service operations KPIs and performance management
• Proven leadership and people management capability
• Strong problem-solving and decision-making skills
• Strong communication and stakeholder management
• Experience with ERP, FSM, and CRM systems (SAP, Oracle, ServiceNow, Salesforce)

Nice To Haves

• MBA or advanced degree preferred
• Lean or Six Sigma certification preferred

Responsibilities

• Lead end-to-end service operations across Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management.
• Define how work flows from intake to execution to closure. Enforce clean handoffs and clear ownership.
• Own SLA performance, response times, and escalation standards.
• Run the escalation model, set communication cadence, and drive recovery plans on critical customer issues.
• Own case intake, triage rules, prioritization, and resolution quality.
• Improve first-time fix, reduce repeat issues, and tighten closure discipline through root-cause tagging and trend actions.
• Own contract compliance, scope control, and change order discipline.
• Reduce revenue leakage through billing readiness, term adherence, and clear documentation of deviations.
• Own proposal process governance, templates, scope language, and approvals.
• Improve cycle time, margin quality, and hit rate through structured reviews and risk visibility.
• Own KPI framework and targets (MTTR, backlog, OTIF, utilization, warranty cost, service margin, customer satisfaction).
• Turn data into actions with owners and due dates. Track closure and outcomes.
• Standardize workflows, documentation, and best practices across sites and segments.
• Lead Lean and process optimization initiatives tied to measurable improvements.
• Partner with Parts, Supply Chain, Engineering, Quality, Finance, and Sales to remove friction and improve service outcomes.
• Ensure parts availability and technical support align to service commitments.
• Drive consistent use of ERP, FSM, CRM, and reporting tools.
• Maintain data quality and process compliance to support decisions and customer commitments.
• Lead and develop functional leads and support teams.
• Set expectations, coach performance, and build accountability across the operating cadence.

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: Mid Level