Customer Care Manager – Service & Support

Kensington Consulting Ltd; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Kensington Consulting Ltd. is seeking a Customer Care Manager – Service & Support to own the customer experience across service issues, spare parts, warranty/claims and invoicing. You will lead a field service and parts coordination team, coordinating with internal partners to resolve issues and improve outcomes.

The role requires strong leadership, a proven track record in technical customer care, and solid SAP/ERP proficiency to quote and track service activity.

Qualifications

• Proven experience owning customer service outcomes in a technical/manufacturing setting.
• Leadership experience managing field teams and coordinating parts/service actions.
• Strong systems aptitude with ERP/CRM; SAP experience preferred.

Responsibilities

• Own the customer experience for service issues, spare parts requests, warranty claims, invoicing and status updates.
• Lead a field service and parts coordination team (15–20 engineers; 2–4 coordinators).
• Provide service and spare parts quotations via ERP (SAP); ensure backlog visibility and scheduling.
• Drive weekly invoicing, cost reviews and KPI reporting to leadership.
• Coordinate with internal teams to resolve major issues and communicate with customers.

Skills

Customer service ownership

Leadership

ERP/CRM systems

SAP experience

Communication

Education

Bachelor's degree preferred (Engineering, Operations, Business)

Tools

SAP

ERP

Job description

Join a global industrial equipment manufacturer as Customer Care Manager – Service & Support to act as the primary point of contact for customers across service and support.

You’ll own the customer experience for service issues, spare parts requests, warranty/credit claims, corrective actions, invoicing, and status updates – while leading a field service and parts coordination team.

WHAT YOU’LL BE DOING

Customer ownership & issue resolution

• Serve as the primary contact for a defined customer region and internal sales partners
• Proactively plan customer meetings to resolve major service or systemic issues (typically 1–30 day duration)
• Create action plans with measurable commitments and escalated major issues when needed
• Coordinate with internal teams to ensure timely, confident customer communication
• Service & spare parts order-to-cash

Provide service and spare parts quotations via ERP (SAP)

Maintain accurate backlog visibility and optimize scheduling/deployment using workforce/scheduling tools

Lead weekly invoicing and cost reviews; ensure accuracy and appropriate allocation
Monitor KPI performance and report metrics to leadership monthly

Team leadership

• Directly lead field service engineers (approx. 15–20) and spare parts coordinators (approx. 2–4)
• Drive training and capability development (training matrix/schedule)
• Own performance management, goal setting, reviews, coaching, and approvals (including expenses)

SKILLS YOU NEED

• Proven experience owning customer service/support outcomes in a technical/manufacturing environment
• Leadership experience managing and motivating teams; strong accountability and prioritisation
• Comfortable working across service issues, parts, invoicing, warranty/claims, and corrective actions
• Strong systems aptitude (ERP/CRM; SAP experience preferred) and Microsoft Office proficiency
• Confident communicator able to manage complex issues with incomplete information

Education & experience

• Bachelor’s degree preferred (Engineering, Operations, Business) or equivalent combination (e.g., Associate + significant relevant experience)