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 DeliveryManage daily customer support and service operations, including case management, service requests, and escalationsEnsure adherence to SLAs, response times, and service quality standardsAct as a point of escalation for complex customer issues and service failuresDrive a customer-centric culture focused on responsiveness and resolutionRun service delivery and contract performance for assigned customersCoordinate with KAMs, Engineering, Hotline and Field Service regularlyOperational Performance & ReportingTrack and report service KPIs such as response time, backlog, first contact resolution, MTTR, and customer satisfactionIdentify trends and root causes impacting service performanceImplement corrective actions and continuous improvement initiativesDrive cost control and P&L of service contract performanceContract performance, uptime and cost reportingOwner of P&L and service contractsProcess Improvement & StandardizationImprove customer support workflows, ticketing processes, and service proceduresSupport Lean, Six Sigma, or continuous improvement initiativesEnsure documentation, knowledge bases, and SOPs are accurate and up to dateCross-Functional CollaborationPartner with Field Service, Spare Parts, Logistics, Engineering, and Quality teams to resolve customer issuesSupport warranty claims, returns, and service-related investigationsCollaborate with Sales and Account Management to support customer relationshipsSystems & ToolsManage and optimize use of CRM, ticketing, and service management systemsEnsure data accuracy, reporting integrity, and process complianceSupport system enhancements and digital customer support initiativesCompensation 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.
