Service Manager

BEUMER Group • Somerset, NJ

11d • $115,000 - $125,000

About The Position

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.

Requirements

• Bachelor’s degree in Business, Operations, Engineering, or related field preferred
• 5–8+ years of experience in customer support or service operations
• 2–4+ years in a supervisory or management role
• Experience in a service-driven or technical support environment, preferably in the intralogistics industry.
• 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 rate: 25%, also as required by business needs.

Responsibilities

• 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
• 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
• 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
• 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
• 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

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