Contract Manager

About the role

Toyota Automated Logistics seeks an experienced Service Manager to serve as the main point of contact for all service and support needs for assigned customers, ensuring consistent communication and relationship management. The role also involves serving as the primary escalation point for issues that cannot be resolved within customer expected timelines, acting as the customer liaison, overseeing the execution of active service contracts, monitoring service delivery KPIs, and identifying opportunities for service enhancements.

Responsibilities

• Serve as the main point of contact for all service and support needs for assigned customers, ensuring consistent communication and relationship management.
• Serve as the primary escalation point for issues that cannot be resolved within customer expected timelines.
• Act as the customer liaison connecting the customer as needed with appropriate TAL personnel.
• Oversee the execution of active service contracts, ensuring all deliverables and service levels are met in accordance with agreed terms.
• Maintain service delivery KPIs, customer satisfaction, and customer sales data to drive continuous improvement and customer value.
• Act as the daily operational contact for customer inquiries, requests, and issue resolution.
• Build and maintain a strategic relationship with the customer, identifying opportunities for value creation and long-term collaboration.
• Serve as the escalation point for customer concerns, coordinating with internal teams to resolve issues promptly and effectively.
• Provide guidance and coordination across internal teams and site-based services, fostering accountability and alignment with customer expectations.
• Collaborate with Commercial, Project Delivery, and Lifecycle Services teams to ensure seamless execution of service contracts and additional service opportunities.
• Serve as the point of contact for Procurement, managing third-party relationships, issuing purchase orders (POs), and overseeing invoice processing.
• Work closely with the Commercial department to evaluate and respond to customer requests beyond contract scope, including RMRs and additional services. Ensure proposals are aligned with financial guidelines and customer expectations.
• Identify and propose small-scale service enhancements, retrofits, modifications, and revisions (RMRs) that align with customer needs and operational goals. Collaborate with internal teams to scope, price, and present these opportunities to the customer.

Requirements

• Minimum of 3 to 5 years in a similar role, ideally within a technical, industrial, or logistical environment.
• Bachelor’s Degree.
• Proven ability to manage and optimize service contracts, Warehouse Operations experience.
• Conveyor services or material handling services experience.
• Flexibility with time, able to shift priorities quickly based on staff and system needs.
• Team player with strong verbal and written communication skills with internal and external stakeholders.
• Customer and service oriented.
• Ability to solve problems under pressure.
• Pro-active attitude towards process improvement.
• Working in a stressful environment.

Preferred Skills

• Must be eligible to work in the USA long term without sponsorship.

Benefits

Health, Dental, and Vision Insurance
401(k) Retirement Plan with a company match
Vacation / Holiday Pay
Paid Volunteer time off
Tuition Reimbursement
Professional Associations, Conferences and Subscriptions
Company Meetings & Events

Pay

TBD

Schedule

TBD