The Service Manager, Customer Support is responsible for managing customer support and service operations to ensure timely, high-quality service delivery and customer satisfaction. This role runs service delivery and contract performance for assigned customers and partners cross-functionally to meet service-level agreements, improve operational efficiency, and resolve customer issues. The Service Manager will report to the segment leader.
Responsibilities:
Customer Support & Service Delivery
- Manage daily customer support and service operations, including case management, service requests, and escalations
- Ensure adherence to SLAs, response times, and service quality standards
- Act as a point of escalation for complex customer issues and service failures
- Drive a customer-centric culture focused on responsiveness and resolution
- Run service delivery and contract performance for assigned customers
- Coordinate with KAMs, Engineering, Hotline and Field Service regularly
Operational Performance & Reporting
- Track and report service KPIs such as response time, backlog, first contact resolution, MTTR, and customer satisfaction
- Identify trends and root causes impacting service performance
- Implement corrective actions and continuous improvement initiatives
- Drive cost control and P&L of service contract performance
- Contract performance, uptime and cost reporting
- Owner of P&L and service contracts
Process Improvement & Standardization
- Improve customer support workflows, ticketing processes, and service procedures
- Support Lean, Six Sigma, or continuous improvement initiatives
- Ensure documentation, knowledge bases, and SOPs are accurate and up to date
Cross-Functional Collaboration
- Partner with Field Service, Spare Parts, Logistics, Engineering, and Quality teams to resolve customer issues
- Support warranty claims, returns, and service-related investigations
- Collaborate with Sales and Account Management to support customer relationships
Systems & Tools
- Manage and optimize use of CRM, ticketing, and service management systems
- Ensure data accuracy, reporting integrity, and process compliance
- Support system enhancements and digital customer support initiatives
Compensation range: $115,000.00 - $125,000.00 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.