BEUMER Group · 1 day ago
Senior Service Operations Manager, Customer Support
Somerset, NJ
Full-time
Hybrid
Senior Level, Lead/Staff
$165K/yr - $175K/yr
8+ years expBEUMER Group is an international manufacturing leader in intralogistics, focusing on innovative solutions for logistic challenges. The Senior Service Operations Manager leads and optimizes service operations to ensure high quality and efficiency while enhancing customer experience across various support functions.
Industrial AutomationInformation TechnologyManufacturingWarehouse Automation
Responsibilities
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
Own SLA performance, response times, and escalation standards
Run the escalation model, set communication cadence, and drive recovery plans on critical customer issues
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
Own contract compliance, scope control, and change order discipline
Reduce revenue leakage through billing readiness, term adherence, and clear documentation of deviations
Own proposal process governance, templates, scope language, and approvals
Improve cycle time, margin quality, and hit rate through structured reviews and risk visibility
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
Standardize workflows, documentation, and best practices across sites and segments
Lead Lean and process optimization initiatives tied to measurable improvements
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
Drive consistent use of ERP, FSM, CRM, and reporting tools
Maintain data quality and process compliance to support decisions and customer commitments
Lead and develop functional leads and support teams
Set expectations, coach performance, and build accountability across the operating cadence
Qualification
Required
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
Experience in field service, repair operations, or aftermarket support environments
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% travel as required
Preferred
MBA or advanced degree
Lean or Six Sigma certification
Benefits
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.
Company
BEUMER Group
BEUMER Group is an international manufacturing leader in intralogistics.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Markus Schmidt
Chief Executive Officer & President, BEUMER Corporation
Sean Kennedy
Vice President and General Manager Customer Support
Recent News
2026-01-20
2025-12-22
Company data provided by crunchbase