Senior Service Operations Manager, Customer Support
hace 17 días
Somerset
Job DescriptionCompany 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. Service operations ownership • Lead end-to-end service operations across Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management., • Own SLA performance, response times, and escalation standards., • Own case intake, triage rules, prioritization, and resolution quality., • Own contract compliance, scope control, and change order discipline., • Own proposal process governance, templates, scope language, and approvals., • Own KPI framework and targets (MTTR, backlog, OTIF, utilization, warranty cost, service margin, customer satisfaction)., • Standardize workflows, documentation, and best practices across sites and segments., • Partner with Parts, Supply Chain, Engineering, Quality, Finance, and Sales to remove friction and improve service outcomes., • Drive consistent use of ERP, FSM, CRM, and reporting tools., • Lead and develop functional leads and support teams. 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, • 8 to 12+ years in service operations, customer support, or operational leadership, • 3 to 5+ years managing teams in a senior operations role, • 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), • 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!