Service Manager - USA

Location: Charlotte, North Carolina, USA

Company: MasterMover Inc.

Reports to: Global Service Director

Bonus: Annual performance-related bonus

About the role

Lead Service Excellence at MasterMover. MasterMover is a world‑leading manufacturer of electric tug solutions, helping organisations move heavy, large and unconventional loads safely and efficiently. The company’s innovative products are trusted by customers across manufacturing, aerospace, automotive, logistics, healthcare and many other industries worldwide. As the organization continues to grow, the Service Manager will lead the USA Service operation and play a key role in delivering exceptional customer support, operational excellence and profitable aftermarket growth.

Key Responsibilities

• Lead, coach and develop the USA technical support and service team.
• Drive implementation of global service strategies and operational standards.
• Develop and execute regional service plans that improve customer satisfaction, efficiency and profitability.
• Manage and develop Service Partners, including performance reviews and capability improvement initiatives.
• Monitor and improve service KPIs and operational performance.
• Own and deliver annual aftermarket parts sales targets.
• Manage service contracts, warranties and customer support agreements.
• Act as the escalation point for critical customer service issues.
• Collaborate with regional sales teams to support customer success, new product introductions and demonstrations.
• Oversee regional machine warehouse operations, inventory and logistics.
• Ensure the right parts and resources are available to support customers and Service Partners.

Requirements

• 5+ years' experience in service management.
• Proven experience leading technical support or service teams.
• Strong track record of managing KPIs and driving operational performance.
• Experience managing external service partners or third‑party providers.
• Customer‑focused approach with experience handling complex escalations.
• Strong commercial awareness and business acumen.
• Desirable: Experience within a manufacturing, engineering or industrial service environment.
• Desirable: Knowledge of CRM systems and service management tools.
• Desirable: Experience working within a global organisation.
• Desirable: Lean, Six Sigma or continuous improvement training.
• Desirable: Project management experience.

Ideal Candidate

• Customer‑centric and committed to service excellence.
• Results‑driven leader who motivates teams to perform.
• Influential and confident in building relationships across the business.
• Process‑oriented, organised and focused on continuous improvement.
• Collaborative and comfortable working across multiple functions.
• Resilient and able to perform in a fast‑paced environment.

Why Join MasterMover?

• Opportunity to lead and shape a growing service operation.
• Work for an internationally recognised market leader.
• Be part of a collaborative and ambitious global team.
• Influence customer experience, service innovation and business growth.
• Competitive salary and benefits package.

Benefits

• Annual performance‑related bonus.
• Competitive salary and comprehensive benefits package.