Service Manager

About This Role

Manage customer support and service operations, ensuring high-quality service delivery and customer satisfaction for our intralogistics solutions. This role drives service delivery and contract performance for assigned customers and partners cross-functionally to meet service-level agreements and improve operational efficiency.

Responsibilities

• 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
• 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
• Owner of P&L and service contracts
• 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
• 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
• 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

Requirements

• 5-8+ years of experience in customer support or service operations
• 2-4+ years in a supervisory or management role
• Experience in a service-driven or technical support environment
• Strong customer service and escalation management skills
• Excellent communication and interpersonal skills
• Strong problem-solving and organizational skills
• Experience with CRM and service management tools
• Data-driven mindset with KPI and reporting experience

Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or related field preferred
• 5-8+ years of experience in customer support or service operations; 2-4+ years in a supervisory or management role; Experience in a service-driven or technical support environment, preferably in the intralogistics industry.

Nice to Have

• Experience in the intralogistics industry
• Support Lean, Six Sigma, or continuous improvement initiatives

Skills

* Required skills

Benefits