LTS Service Delivery Manager

DescriptionThe LTS Service Delivery Manager (SDM) reports to the Central Service Manager and will serve as the face of TGW towards our business partners for all escalated topics such as breakdowns, change requests, retrofit projects, service contracts, remote support needs, and other topics as they arise. This position also develops and manages key customer relationships to assist in growing Lifetime Services (LTS) sales. The LTS Service Delivery Manager coordinates between supported customers and internal TGW departments to realize additional sales opportunities, ensuring the customer needs are addressed in a timely and thorough manner. This is a remote position, with travel required. DUTIES AND RESPONSIBILITIES • Serve as the primary point of contact for assigned customers, managing service delivery activities including escalations, breakdowns, service requests, change requests, preventive maintenance, Hotline support, and training coordination. • Lead multiple customer programs simultaneously and ensure milestones, schedules, budgets, and customer commitments are achieved. • Analyze system and service data to proactively identify risks, address potential failures, and improve system reliability and operational performance. • Conduct regular customer site visits to understand operational challenges, strengthen strategic partnerships, and support long-term success. • Identify process inefficiencies, standardize best practices, drive Root Cause Analysis (RCA), and implement corrective actions to reduce recurring issues. • Coordinate cross-functional teams including Field Service, Controls, Engineering, Sales, Parts, Technical Support, and Project Management to meet customer requirements. • Maintain thorough knowledge of TGW equipment, technologies, and service offerings to provide technical guidance, support customer needs, and identify additional service opportunities. • Ensure all customer commitments are fulfilled in accordance with contractual obligations, TGW quality standards, and safety expectations. • Create and maintain accurate project documentation, service records, and customer communications. • Perform additional duties as assigned. RequirementsEducation: Bachelor’s degree in Business Administration, Project Management, Operations Management, Engineering Technology, or a related field, or equivalent combination of education and direct customer management experience. Experience: Four (4) or more years of experience directly engaging with customers, preferably within a material handling or industrial environment. Travel: Up to 50% travel as required, domestic and international. Skills & Abilities • Strong customer relationship management, organizational, and project management skills. • Ability to learn innovative technologies and industry practices quickly and translate technical concepts for non-technical audiences. • Strong critical thinking skills with an initiative-taking, customer-focused approach. • Analytical and data-driven mindset with experience driving KPIs to identify trends, prioritize workflows, and support customer decision-making. • Self-motivated and capable of working independently in a remote environment. • Familiarity with continuous improvement methodologies such as 5S, Lean Manufacturing, Six Sigma, and Kaizen. • Proficiency with Microsoft Office Suite, particularly Excel, Outlook, SharePoint, Teams, and Word. Physical Requirements • Ability to remain stationary at a desk for prolonged periods of time. • Ability to stand and walk around industrial and/or warehouse environment for moderate periods of time. • Ability to lift twenty-five pounds at a time. • Ability to operate computers, tablets, phones, and other electronic devices. • Visual and auditory abilities to work safely with and around moving and/or motorized equipment, machinery, parts, and electricity that require safety protocols. • Ability to communicate regularly with others verbally and in writing, on a frequent basis. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Other Requirements This position requires work at TGW customer sites. TGW’s customers may require background checks before accessing their sites. Refusal to participate in a customer-required background check may result in customer barring access and a subsequent reduction in work. Equal Opportunity Employer TGW Systems Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Employee Type: FT Exempt