Senior Service Operations Manager, Customer Support

Company Description

BEUMER Group is an international manufacturing leader in intralogistics in the fields of conveying, loading, palletising, packaging, sortation and distribution technology. BEUMER Group offers the right solution for almost every logistic challenge. We are a family owned, intralogistics leader, where tradition and innovation go hand in hand. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!

Job Description

The Senior Service Operations Manager leads and optimizes end-to-end service operations to ensure high service quality, operational efficiency, and a strong customer experience. This role owns the operating backbone for Customer Support, spanning Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management.

This role sets standards, drives execution discipline, and ensures consistent outcomes across the service lifecycle. The role operates in a globally matrixed organization and reports to Customer Support leadership for North America.

Core Accountabilities:

• Run a single operating system for service execution across the covered functions.
• Ensure SLA performance, escalation control, and customer communication discipline.
• Drive standard work, reporting, and continuous improvement using data.
• Protect margin and cash through contract governance, change control, and bid discipline.

Responsibilities:

Service operations ownership

• Lead end-to-end service operations across Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management.
• Define how work flows from intake to execution to closure. Enforce clean handoffs and clear ownership.

SLA delivery and escalation control

• Own SLA performance, response times, and escalation standards.
• Run the escalation model, set communication cadence, and drive recovery plans on critical customer issues.

Hotline performance

• Own case intake, triage rules, prioritization, and resolution quality.
• Improve first-time fix, reduce repeat issues, and tighten closure discipline through root-cause tagging and trend actions.

Contract governance and commercial compliance

• Own contract compliance, scope control, and change order discipline.
• Reduce revenue leakage through billing readiness, term adherence, and clear documentation of deviations.

Bid management discipline

• Own proposal process governance, templates, scope language, and approvals.
• Improve cycle time, margin quality, and hit rate through structured reviews and risk visibility.

Performance management and analytics

• Own KPI framework and targets (MTTR, backlog, OTIF, utilization, warranty cost, service margin, customer satisfaction).
• Turn data into actions with owners and due dates. Track closure and outcomes.

Process improvement and standard work

• Standardize workflows, documentation, and best practices across sites and segments.
• Lead Lean and process optimization initiatives tied to measurable improvements.

Cross-functional alignment

• Partner with Parts, Supply Chain, Engineering, Quality, Finance, and Sales to remove friction and improve service outcomes.
• Ensure parts availability and technical support align to service commitments.

Systems and data discipline

• Drive consistent use of ERP, FSM, CRM, and reporting tools.
• Maintain data quality and process compliance to support decisions and customer commitments.

People leadership

• Lead and develop functional leads and support teams.
• Set expectations, coach performance, and build accountability across the operating cadence.

Compensation range: $165,000.00 - $175,000.00 Annually 

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 multiple factors.

Qualifications

Education

• Bachelor's degree in Operations, Engineering, Business, or related field
• MBA or advanced degree preferred

Experience

• 8 to 12 years in service operations, customer support, or operational leadership
• 3 to 5 years managing teams in a senior operations role
• Experience in field service, repair operations, or aftermarket support environments

Skills and Competencies

• Strong understanding of service operations KPIs and performance management
• Proven leadership and people management capability
• Strong problem-solving and decision-making skills
• Strong communication and stakeholder management
• Experience with ERP, FSM, and CRM systems (SAP, Oracle, ServiceNow, Salesforce)
• Lean or Six Sigma certification preferred

Travel

• Up to 25% as required

Additional Information

BEUMER is an innovative company, where every employee is part of the "family". Because our employees are our most important asset, here are some of benefits we currently offer full-time employees:

• 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.

BEUMER is an equal opportunity employer and affords equal opportunity to all applicants and employees for all positions without regard to race, color, religion, gender, national origin, age, disability, veteran status or any other status protected under local, state or federal laws.