Service Support Manager

Core Responsibilities

• Lead, coach, and develop a team of approximately 20 service support team members.
• Create and maintain clear expectations, performance objectives, and accountability standards for the team.
• Create and maintain regular team rhythms, including huddles, one-on-ones, workload reviews, and performance check-ins.
• Build a positive, team-oriented culture focused on urgency, accuracy, accountability, and customer service.
• Identify training needs, create development plans, and support cross-training across key order management and purchasing processes.
• Address performance issues, team conflict, and process adherence gaps in a timely and constructive manner.
• Oversee the team responsible for supporting North American field service operations through order processing, work order creation, parts ordering, and order follow-up.
• Ensure service requests and field-submitted orders are processed accurately and in a timely manner.
• Support District Service teams by ensuring work orders, parts orders, and required information are complete and properly managed.
• Maintain a strong focus on internal customer service, ensuring District teams receive timely updates and effective support.
• Oversee the process of ordering parts from vendors and issuing purchase orders.
• Manage open purchase orders and vendor follow-up to ensure parts are delivered as quickly and reliably as possible.
• Establish expectations for vendor responsiveness, order confirmation, delivery timelines, and communication quality.
• Track vendor performance and escalate recurring issues related to delays, poor communication, backorders, or missed commitments.
• Partner with Supply Chain, Operations, and District teams to improve vendor accountability and reduce service delays.
• Help shift the team from reactive order follow-up to proactive purchasing management and vendor performance tracking.
• Evaluate current order management and purchasing workflows to identify inefficiencies, bottlenecks, and rework.
• Lead continuous improvement efforts to streamline processes, improve speed, reduce errors, and create better visibility for District teams.
• Develop and maintain standard work, SOPs, checklists, training guides, and escalation paths.
• Use data and performance metrics to manage priorities, identify root causes, and improve team performance.
• Partner with systems, operations, supply chain, and field leadership to improve tools, reporting, and process automation where possible.
• Drive a culture of continuous improvement where the team regularly looks for better ways to support the business and the customer.
• Work closely with District Service Operations, field leadership, administrative teams, supply chain, vendors, and other support functions.
• Serve as an escalation point for order delays, vendor issues, work order problems, and service support concerns.
• Communicate clearly with stakeholders regarding open issues, process changes, service risks, and improvement initiatives.
• Partner with District teams to improve order quality, reduce missing information, and ensure service work can proceed efficiently.

Competencies

• People-first leadership, coaching, and accountability
• Customer focus and problem solving
• Process rigor and attention to detail
• Cross-functional collaboration
• Data-driven decision making

Education and Experience

• Bachelor’s degree in Business Administration, Operations Management, Supply chain, or a related field preferred.
• 5+ years of experience in service support, order management, purchasing, procurement support, customer service operations, or a related operational support function.
• 3+ years of experience leading a team, preferably in a centralized support, service operations, purchasing, or order management environment.
• Experience managing high-volume transactional workflows with a focus on accuracy, timeliness, and process discipline.
• Strong understanding of purchase orders, vendor follow-up, order lifecycle management, and operational support processes.
• Demonstrated ability to lead teams through change and create structure in evolving processes.
• Experience using ERP, CRM, or order management systems; experience with Salesforce, ServiceMax, or JDE EnterpriseOne is a plus.
• Strong analytical and problem-solving skills with the ability to use metrics to manage performance.
• Continuous improvement experience, including Lean, Kaizen, process mapping, or standard work development, is preferred.
• Excellent communication skills with the ability to work effectively across field operations, vendors, procurement, and leadership.

Knowledge and Skills

• Good attention to detail.
• The ability to handle multiple projects at once.
• Strong communication and customer service skills are also essential.

Supervisory Responsibilities

• Directly supervises 20 administrative staff.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interviews, hires, and trains employees; plans, assigns, and directs work; appraises performance; rewards and disciplines employees; addresses complaints and resolves problems.

What We Offer

• Health & Well-being: Comprehensive medical, dental, and vision coverage, plus life and disability insurance. A robust well-being program with an opportunity to receive an extra day off and more.
• Financial Security: A strong retirement savings program with 401(k), company match, and profit sharing.
• Time for You: Paid holidays, vacation time, and personal/sick days each year.