Customer Care & Service Delivery Manager

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

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.