About the job
The Service Manager for Customer Support plays a pivotal role in overseeing customer support and service operations, ensuring that our clients receive timely, high-quality service that enhances their satisfaction. This key position involves managing service delivery and contract performance for designated customers and partners, collaborating across various functions to meet service-level agreements, boost operational efficiency, and effectively resolve customer issues. The Service Manager will report directly to the segment leader.
Key Responsibilities:
Customer Support & Service Delivery
- Oversee daily customer support and service operations, managing case workflows, service requests, and escalations efficiently.
- Ensure compliance with SLAs, maintaining response times and service quality standards.
- Serve as a primary escalation point for complex customer issues and service disruptions.
- Foster a customer-centric culture that emphasizes responsiveness and effective resolution.
- Manage service delivery and contract performance for assigned clients.
- Regularly collaborate with Key Account Managers, Engineering, Hotline, and Field Service teams.
Operational Performance & Reporting
- Monitor and report on service KPIs such as response times, backlog, first contact resolution, MTTR, and customer satisfaction metrics.
- Analyze trends and root causes affecting service performance.
- Implement corrective measures and continuous improvement initiatives.
- Manage cost controls and the P&L of service contract performance.
- Oversee contract performance, uptime, and financial reporting.
- Act as the owner of P&L and service contracts.
Process Improvement & Standardization
- Enhance customer support workflows, ticketing systems, and service procedures.
- Support Lean, Six Sigma, or other continuous improvement methodologies.
- Ensure that documentation, knowledge bases, and SOPs are precise and current.
Cross-Functional Collaboration
- Work alongside Field Service, Spare Parts, Logistics, Engineering, and Quality teams to address customer concerns.
- Assist with warranty claims, returns, and service-related investigations.
- Collaborate with Sales and Account Management to nurture customer relationships.
Systems & Tools
- Manage and optimize the use of CRM, ticketing, and service management systems.
- Ensure data accuracy, reporting integrity, and adherence to processes.
- Support enhancements in systems and digital customer support initiatives.
Compensation range: $115,000.00 - $125,000.00 Annually.
Please note: The posted salary range reflects the compensation the company reasonably expects to offer for this position. Actual compensation will not be less than the posted minimum and will be based on various factors.
