LTS Service Delivery Manager (M/F/D)*

About the role

The LTS Service Delivery Manager (SDM) reports to the Central Service Manager and serves as the face of TGW toward business partners for all escalated topics such as breakdowns, change requests, retrofit projects, service contracts, remote support needs, and other arising issues. This position develops and manages key customer relationships to grow Lifetime Services (LTS) sales and coordinates between supported customers and internal TGW departments to realize additional sales opportunities, ensuring customer needs are addressed in a timely and thorough manner. This is a remote position with required travel.

Responsibilities

• Serve as the primary point of contact for assigned customers, managing service delivery activities including escalations, breakdowns, service requests, change requests, preventive maintenance, Hotline support, and training coordination.
• Lead multiple customer programs simultaneously, ensuring milestones, schedules, budgets, and customer commitments are achieved.
• Analyze system and service data to proactively identify risks, address potential failures, and improve system reliability and operational performance.
• Conduct regular customer site visits to understand operational challenges, strengthen strategic partnerships, and support long-term success.
• Identify process inefficiencies, standardize best practices, drive Root Cause Analysis (RCA), and implement corrective actions to reduce recurring issues.
• Coordinate cross-functional teams including Field Service, Controls, Engineering, Sales, Parts, Technical Support, and Project Management to meet customer requirements.

Requirements

• Bachelor’s degree in Business Administration, Project Management, Operations Management, Engineering Technology, or a related field, or equivalent combination of education and direct customer management experience.
• Four (4) or more years of experience directly engaging with customers, preferably within a material handling or industrial environment.
• Strong customer relationship management, organizational, and project management skills.
• Ability to learn innovative technologies and industry practices quickly and translate technical concepts for non-technical audiences.
• Strong critical thinking skills with an initiative-taking, customer-focused approach.
• Analytical and data-driven mindset with experience driving KPIs to identify trends, prioritize workflows, and support customer decision-making.

Benefits

• Full medical, dental, and vision benefits.
• 401K with company match.
• Tuition reimbursement.
• Competitive pay with PTO package offerings.
• Safety shoe, protective eyewear, and fitness reimbursement.