Head of Client Support Services

BEUMER Group is an international leader in intralogistics, specializing in conveying, loading, palletising, packaging, sortation, and distribution technology across a wide range of industries, including airports, e-commerce, warehousing & distribution, and bulk material handling. Integrity, Inspiration, Quality and Teamwork!

The Service Manager, Customer Support is responsible for managing customer support and service operations to ensure timely, high-quality service delivery and customer satisfaction. This role runs service delivery and contract performance for assigned customers and partners cross-functionally to meet service-level agreements, improve operational efficiency, and resolve customer issues. The Service Manager will report to the segment leader.

Customer Support & Service Delivery

Manage daily customer support and service operations, including case management, service requests, and escalations

Ensure adherence to SLAs, response times, and service quality standards

Act as a point of escalation for complex customer issues and service failures

Drive a customer‑centric culture focused on responsiveness and resolution

Run service delivery and contract performance for assigned customers

Coordinate with KAMs, Engineering, Hotline and Field Service regularly

Operational Performance & Reporting

Track and report service KPIs such as response time, backlog, first contact resolution, MTTR, and customer satisfaction

Identify trends and root causes impacting service performance

Drive cost control and P&L of service contract performance

Contract performance, uptime and cost reporting

Owner of P&L and service contracts

Improve customer support workflows, ticketing processes, and service procedures

Support Lean, Six Sigma, or continuous improvement initiatives

Partner with Field Service, Spare Parts, Logistics, Engineering, and Quality teams to resolve customer issues

Support warranty claims, returns, and service‑related investigations

Collaborate with Sales and Account Management to support customer relationships

Manage and optimize use of CRM, ticketing, and service management systems

Ensure data accuracy, reporting integrity, and process compliance

Support system enhancements and digital customer support initiatives

Bachelor’s degree in Business, Operations, Engineering, or related field preferred

5–8+ years of experience in customer support or service operations

2–4+ years in a supervisory or management role

Experience in a service‑driven or technical support environment, preferably in the intralogistics industry.

Strong customer service and escalation management skills

Experience with CRM and service management tools

Data‑driven mindset with KPI and reporting experience

Travel

Travel rate: 25%, also as required by business needs.

Because our employees are our most important asset, here are some of benefits we currently offer full‑time employees:

Medical & Dental Premiums: We cover 100% of the premiums for you and your eligible dependents.

401(k) with Generous Match: Secure your financial future with our competitive retirement plan.

Life Insurance / Long Term Disability: Company Holidays: Enjoy paid time off on designated company holidays including additional flex days for times that matter most!

Performance‑Based Bonus: Eligibility to participate in our Target Agreement Plan for bonus potential.

BEUMER is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex (including pregnancy and breastfeeding), gender, affectional or sexual orientation, gender identity or expression, transgender status, national origin, age, ancestry, disability (mental or physical), veteran status, genetic information, atypical hereditary cellular or blood trait, marital status, civil union status, domestic partner status, or any other status protected under local, state or federal laws – prohibits discrimination, harassment, and retaliation in all aspects of employment. This commitment applies to recruitment, hiring, training, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment.

By accepting an offer of employment with BEUMER, the employee agrees to abide by all policies and practices that promote a workplace free from discrimination and harassment and acknowledges BEUMER’S commitment to diversity and inclusion.

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