Customer Operations Lead

Marmon Foodservice Technologies, Inc.As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.Though you may not know us by name, you’ve most likely enjoyed meals and refreshments supported by our industry-leading brand portfolio. For decades, we’ve designed and manufactured foodservice equipment for some of the world’s biggest, most recognized consumer brands.We are driven to innovate with a clear purpose in mind: revolutionizing the future of foodservice. Guided by our commitment to Doing Things That Matter, Leading at Every Level, and Winning a Better Way, we focus on delivering meaningful impact for our customers, our communities, and each other.The Customer Operations Lead ensures the Service Delivery Model comes to life at the customer level by driving disciplined, end-to-end ownership, diagnostic excellence, and proactive service execution for assigned accounts.This role creates value by translating customer context, demand patterns, and service signals into coordinated, cross-functional action—reducing customer effort, preventing repeat issues, and improving first-time resolution. Through strong partnership with Sales, Support, Training, Engineering, and Field (ASAs), the Customer Operations Lead closes the loop between customer experience and operational execution—turning insights into scalable improvements that enhance uptime, reduce demand, and strengthen long-term customer relationships.Role SummaryThe Customer Operations Lead is responsible for owning the end-to-end service experience for assigned customers—ensuring issues are resolved efficiently, escalations are disciplined, and service execution aligns with the Aftermarket Service Delivery Model.This role acts as the primary operational point of contact for customers and internal stakeholders, bridging customer context with internal teams to ensure clarity of ownership, strong diagnostic execution, and consistent delivery of service outcomes. The Customer Operations Lead proactively identifies trends, risks, and repeat demand drivers, and translates these insights into improvements across Support, Training, Engineering, and Field execution.Key Responsibilities1. Customer Ownership & Relationship ManagementServe as the primary operational owner for assigned customer accountsAct as the main point of contact for Commercial, Customer Service, and internal stakeholdersEngage with customers (virtually and in-person) to understand:Service experiencePain points and frictionEmerging risks or concernsEnsure customers experience clear ownership, proactive communication, and consistent service delivery2. End-to-End Service Coordination & Ownership DisciplineEnsure single ownership is maintained across all service interactions and escalationsCoordinate across Support, Warranty, Training, Engineering, and ASA teams without ownership transferPrevent ownership drift during escalations or cross-functional engagementEnsure issues are resolved through the correct diagnostic and execution pathwaysReinforce adherence to standardized workflows and service processes3. Escalation Management & Execution DisciplineAct as the escalation point for complex, sensitive, or high-impact issuesEnsure escalations are:TimelyRouted appropriatelyResolved without unnecessary handoffsMaintain clear visibility and accountability during escalationsBalance speed, quality, and cost-to-serve in resolution approaches4. Demand Management & Insight GenerationMonitor service demand patterns, repeat issues, and escalation drivers for assigned customersIdentify systemic issues, emerging risks, and recurring failure modesTranslate service signals into actionable insights for:Training (capability gaps)Engineering (product/design issues)Support (process or diagnostic improvements)Ensure insights feed into the broader closed-loop improvement system5. Cross-Functional Collaboration (Sales, Support, Engineering, ASA)Partner closely with Sales to support strategic customers and align on customer prioritiesCollaborate with Support to improve diagnostic accuracy and executionPartner with Training to prioritize capability development based on real demand signalsEngage with Engineering to improve diagnostics, documentation, and product readinessEnsure alignment between customer expectations and operational execution6. Diagnostic Excellence & Capability CoachingCoach Technical Case Owners on diagnostic quality, ownership, and executionIdentify skill or knowledge gaps contributing to repeat issues or escalationsReinforce diagnose-before-dispatch principles and resolution disciplinePromote consistent use of tools, workflows, and diagnostics across teams7. Service Experience OptimizationEnsure service delivery aligns to defined customer expectations and service standardsReduce customer effort by:Minimizing handoffsImproving communication clarityPreventing repeat contactProactively adjust service approach based on customer needs and demand patternsEnsure service effort remains aligned to value and operational standards8. Scalability & Continuous ImprovementIdentify opportunities to reduce repeat demand and improve efficiencyTranslate customer-specific insights into scalable improvements across the systemSupport initiatives that reduce:Avoidable contactsEscalationsField dispatchReinforce a system-oriented mindset—ensuring solutions scale beyond individual accountsKey Decisions OwnedEscalation of systemic issues and trends to appropriate functions (Sales, Engineering, Training)Escalation routing within Support (who, when, and why)Identification of capability gaps impacting service outcomesRecommendations for process, diagnostic, or documentation improvementsPrioritization of actions to improve customer service outcomes and reduce demandMeasures of SuccessFirst-Time Resolution (End-to-End): Improved resolution quality for assigned customersCustomer Effort Score (CES): Reduced friction, transfers, and repeat contactsRepeat Issue / Repeat Demand Rate: Reduction in recurring failures and repeat contactsOwnership Discipline: Reduction in ownership drift during escalations and cross-functional workTime to Restore Uptime: Improved speed and effectiveness in resolving high-impact issuesEscalation Quality: Reduction in rework and improved escalation effectivenessCustomer Health: Improved stability, satisfaction, and proactive risk management across assigned accountsQualifications & ExperienceBachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience)5–8+ years of experience in customer operations, technical support, or service delivery rolesExperience working with complex customer accounts and cross-functional teamsStrong understanding of:Service operations and contact center environmentsDiagnostic troubleshooting processesField service and dispatch dynamicsExperience collaborating with Sales, Engineering, and operational teamsKey Skills & CompetenciesStrong customer-facing leadership and relationship managementSystems thinking and end-to-end ownership mindsetDiagnostic and problem-solving capabilityData-driven decision-making and insight generationCross-functional collaboration and influenceStrong communication and escalation management skillsCoaching and capability developmentContinuous improvement mindsetNice-to-Have / Future-Focused CapabilitiesExperience supporting strategic or enterprise customer accountsFamiliarity with KPI dashboards and service analytics toolsExposure to customer experience (CX) frameworks such as CESExperience in aftermarket, field service, or equipment-based environmentsLean / Six Sigma or process improvement experienceTravel Expectations: 10-15%BenefitsWe support your well-being with comprehensive and easy-to-use benefits that you’ll be eligible to enroll in on your first day of employment. Here are some of the highlights:Medical, Dental, Vision, and Prescription Drug insurance plansAccess to a Health Advocate who is an expert in Marmon’s health plan and can help you select the best health benefits for you and your familyTax advantaged spending accounts for health and dependent care expensesWellness programs and resources including Telehealth, Mental Health, Fitness, and Family PlanningGenerous paid time off for personal use, holidays, and parental leaveCompany-sponsored life insurance401(k) with fully vested company match; Marmon may also make an additional annual discretionary contribution to your account, whether or not you contribute on your ownFinancial and retirement advisingAbout Marmon HoldingsMarmon Holdings, Inc., a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 28,000-plus team members are celebrating the company's 70th anniversary in 2023 and helping write the next chapter of Marmon's story.Pay Range:65,200.00 - 97,800.00We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to View email address on click.appcast.io, and please be sure to include the title and the location of the position for which you are applying. #J-18808-Ljbffr Marmon Foodservice Technologies, Inc.