Senior Service Operations Manager, Customer Support

Compensation & Location: Salary: $165,000 – $175,000 + 15% bonus. Location: Somerset, New Jersey. The employer specialises in the intralogistics and advanced material handling industry, and is a globally recognised family‑owned market leader known for engineering excellence and long‑term stability, while continuing to invest in innovation and service transformation. They have an exciting opportunity for a Senior Service Operations Manager to join their team. This position is well‑suited to a structured, data‑driven operational leader who is looking to build a best‑in‑class service operating model that enhances customer experience while protecting margin and performance. Responsibilities Lead end‑to‑end service operations across Hotline, Contract Management, Asset Management, Bid Management, and Project Coordination. Own SLA performance, escalation management, and customer communication standards. Drive KPI performance (MTTR, OTIF, backlog, utilisation, warranty cost, margin, customer satisfaction) and convert data into measurable actions. Standardise workflows and implement lean/process optimisation initiatives across sites. Strengthen contract governance, change control, and commercial compliance to protect margin and cash flow. Partner cross‑functionally with Parts, Supply Chain, Engineering, Finance, and Sales to remove operational friction. Requirements Bachelor’s degree in Operations, Engineering, Business, or a related field (MBA preferred). 8–12+ years in service operations, customer support, or operational leadership. 3–5+ years leading teams in a senior operations capacity. Experience in field service, repair operations, or aftermarket environments. Strong understanding of service KPIs, SLA management, and performance analytics. Experience with ERP, FSM, and CRM systems (e.g., SAP, Oracle, ServiceNow, Salesforce). Lean or Six Sigma certification preferred. Willingness to travel up to 25%. Reasons you should apply High‑impact role shaping the full service operating model across North America. Direct influence on customer satisfaction, margin protection, and operational performance. Cross‑functional leadership exposure in a globally matrixed organisation. How to Apply For more information on the role, or an informal discussion regarding opportunities we have available, please contact Tara Gain at View email address on click.appcast.io . Proactive Global is committed to equality in the workplace and is an equal opportunity employer. Proactive Global is acting as an Employment Business in relation to this vacancy. #J-18808-Ljbffr