Overview In this role, you will lead customer support and service operations to deliver timely, high-quality service and maximize customer satisfaction. You will oversee service delivery and contract performance for assigned accounts, coordinating with cross-functional teams to meet SLAs and drive improvement. You'll focus on reducing downtime, resolving complex issues, and promoting a customer-centric culture. This position offers impact across operations, finance, and field services within a global, family-owned innovator in logistics technology.
Compensation / Benefits- Medical & Dental Premiums
- 401(k) with generous match
- Life Insurance / Long Term Disability
- Ancillary insurances (vision, accident, critical illness)
- Generous Paid Time Off
- Company holidays and flex days
Responsibilities- Manage daily customer support and service operations, including case management, requests, and escalations
- Ensure adherence to SLAs, response times, and quality standards
- Act as escalation point for complex issues and service failures
- Drive customer-centric service delivery and contract performance for assigned customers
- Coordinate with KAMs, Engineering, Hotline and Field Service
- Track and report service KPIs (response time, backlog, FCR, MTTR, customer satisfaction)
- Identify trends and root causes; implement corrective actions and continuous improvement
- Own P&L and service contracts; manage cost control and contract performance
- Improve workflows, ticketing processes, and SOPs; support Lean/Six Sigma initiatives
- Maintain accurate documentation, knowledge bases, and standard procedures
- Collaborate with Field Service, Spare Parts, Logistics, Engineering, and Quality to resolve 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
Key requirements- 5-8+ years 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 intralogistics
- 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
- Travel about 25% as required
- customer service orientation
- excellent communication
- problem-solving
- CRM and service management tools
- KPI reporting
- data accuracy and reporting integrity
