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Senior Service Operations Manager, Customer Support at BEUMERGroup1
BEUMERGroup1Somerset, New Jersey, us·1w ago
SeniorFull-time
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Service Operations Manager to lead and optimize end-to-end service operations, ensuring high service quality, operational efficiency, and a strong customer experience. This role owns the operating backbone for Customer Support across various functions.
Key Responsibilities
- →Lead end-to-end service operations across Hotline, Business and Project Coordination, Contract Management, Asset Management, and Bid Management
- →Define work flows from intake to execution to closure, enforcing 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
- →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
Requirements
- ✓Experience in service operations management
- ✓Strong understanding of SLAs and escalation processes
- ✓Knowledge of contract management and commercial compliance
- ✓Experience with ERP, FSM, CRM, and reporting tools
- ✓Leadership experience in a matrixed organization
- ✓Ability to drive standard work, reporting, and continuous improvement using data
- ✓Experience with Lean and process optimization initiatives
- ✓Strong analytical and problem-solving skills
- ✓Excellent communication and interpersonal skills
- ✓Ability to work collaboratively across functions
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