Head of Customer Experience / Services (Remote)

Full or Part Time Full-time

Job Description Service Manager

Are you a proven service leader with a passion for operational excellence, customer satisfaction, and team development? Do you thrive in a fast-paced environment where you can directly impact profitability, service quality, and employee success?

Abel Womack is seeking an experienced Service Manager to lead and grow a dynamic material handling Service Department. This is a high-impact leadership role responsible for driving financial performance, developing service talent, enhancing customer satisfaction, and ensuring operational excellence across all service functions. If you’re ready to make an impact in the future of material handling, we’d love to hear from you.

As Service Manager, you will oversee all aspects of branch service operations, ensuring a consistent, process-driven, customer-focused approach that delivers exceptional results for both our customers and our business.

Lead and manage all Service Department operations, including financial performance, staffing, customer satisfaction, and operational efficiency.

Own departmental Profit & Loss performance and participate in strategic planning and annual budgeting processes.

Recruit, train, coach, mentor, and evaluate service personnel to build a high-performing team.

Monitor staffing levels and allocate resources effectively to meet customer and business demands.

Foster a culture of accountability, teamwork, safety, and customer service excellence.

Partner closely with Sales and other departments to deliver a seamless customer experience and maximize customer retention.

Oversee Customer Response Center operations, ensuring service requests are accurately recorded and processed for timely billing and reporting.

Manage Warranty Administration processes to maximize reimbursement and compliance.

Ensure proper management of service agreements, contracts, and department documentation.

Champion adherence to company Quality Management systems and Corporate Safety programs.

Travel throughout Abel Womack territories to support customers, employees, and company initiatives.

5-7 years of successful management experience in field and shop service operations with expertise in industrial equipment, material handling, forklift, or a related technical industry.

Demonstrated experience leading a geographically dispersed field service workforce through multiple levels of supervision, with the ability to establish clear expectations, maintain accountability, and ensure consistency across teams.

Previous responsibility for departmental Profit & Loss performance.

Strong operational planning and resource-management skills, including the ability to balance technician capacity, customer demand, travel requirements, emergency service needs, and territory coverage.

Proven ability to coach and develop frontline managers and lead technicians, delegate effectively, and build leadership capability throughout the organization.

Experience using service metrics and operational reports to monitor productivity, response times, utilization, overtime, callback rates, customer satisfaction, and overall team performance.

Extensive knowledge of business operations, financial management, and service department best practices.

Strong computer proficiency, including Microsoft 365 applications—particularly Excel—reporting tools, and enterprise business systems, with the ability to learn and effectively navigate new technology.

Excellent communication skills and the ability to maintain regular, effective communication with remote employees, managers, customers, and internal business partners.

Demonstrated ability to resolve escalated customer and employee issues professionally while balancing service quality, operational requirements, and business considerations. Strong knowledge of field safety practices, vehicle and equipment requirements, and the management of employees who travel directly from their homes to customer locations.

Positive, professional attitude and strong customer-focused mindset.

Ability and willingness to travel regularly throughout Connecticut and into New York to support employees, visit customer locations, and maintain an active leadership presence across the territory.

Bachelor's degree in Business, Management, or a related field.

Experience managing change, standardizing processes, and driving consistent adoption of service procedures across multiple teams and locations.

At Abel Womack, we believe exceptional customer experiences begin with exceptional people. We invest in our employees, empower leaders to make decisions, and provide opportunities to grow professionally while making a meaningful impact on our customers and our business.

If you're ready to lead a high-performing service organization, drive operational excellence, and help customers discover the difference, we'd love to hear from you.

Abel Womack, Inc. offers a competitive benefits package which includes Anthem Medical, Dental, 401(k) and Profit-Sharing plans, Vision benefits, Flexible Spending Accounts, life, and disability insurance, and more.

Veterans encouraged to apply.

Accessibility Assistance: If you have a medical condition or disability and need a reasonable accommodation for any part of the employment process, please call View phone number on click.appcast.io and leave a message describing the nature of your request and providing your contact information. Abel Womack will only respond to inquiries concerning a request for reasonable accommodation from individuals who are unable to complete our online application.

All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, ancestry, gender identity, genetic information, age, sexual orientation, pregnancy, medical condition, disability, veteran or military status or any other characteristic protected by federal, state or local law.