Service Manager, Customer Support

BEUMER GroupSomerset

On-site Full-time $115K/yr - $125K/yr

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Experience Level

Manager

Qualifications

Qualifications:EducationBachelor’s degree in Business, Operations, Engineering, or a related field preferred. Experience5–8 years of experience in customer support or service operations.2–4 years in a supervisory or management capacity. Experience in a service-oriented or technical support setting, particularly within the intralogistics sector. Skills & CompetenciesExceptional customer service and escalation management capabilities. Outstanding communication and interpersonal skills. Strong problem-solving and organizational abilities. Proficiency with CRM and service management tools. Data-driven mindset with experience in KPIs and reporting. TravelTravel commitment: 25%, as required by business needs.

About the job

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.

About BEUMER Group

BEUMER Group stands as a global leader in the intralogistics manufacturing sector, specializing in conveying, loading, palletizing, packaging, sortation, and distribution technologies. Our company provides tailored solutions to meet a broad spectrum of logistical challenges. As a family-owned business, we pride ourselves on the synergy of tradition and innovation, and we celebrate the contributions made by our employees every day. We uphold values of Integrity, Inspiration, Quality, and Teamwork!

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