Service Manager

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

Operational Performance & Reporting

• 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

Process Improvement & Standardization

• 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

Cross-Functional Collaboration

• 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

Systems & Tools

• 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

Qualifications

• Education: Bachelor’s degree in Business, Operations, Engineering, or related field preferred
• Experience: 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.
• Skills & Competencies: 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: Travel rate: 25%, also as required by business needs.

Pay

Compensation range: $115,000.00 - $125,000.00 Annually

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.

Equal Opportunity Statement

BEUMER is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex (including pregnancy and breastfeeding), gender, affectional or sexual orientation, gender identity or expression, transgender status, national origin, age, ancestry, disability (mental or physical), veteran status, genetic information, atypical hereditary cellular or blood trait, marital status, civil union status, domestic partner status, or any other status protected under local, state or federal laws - prohibits discrimination, harassment, and retaliation in all aspects of employment.