Field Service & Customer Success Leader

Jorgensen Conveyor and Filtration Solutions; Mequon (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

Jorgensen Conveyor and Filtration Solutions in Mequon, WI, seeks a Field Service Operations Manager to lead the new Lifecycle Support & Customer Success organization. You will design the team, processes, and metrics to deliver an outstanding customer journey and long-term value.

This hands-on leader will establish the foundation for a high-performing department, collaborating with senior leadership to optimize field service and support across touchpoints.

Qualifications

• Minimum 5 years leading customer success teams.
• Bachelor's degree preferred; technical background a plus.
• Strong communication with C-level executives.
• Data-driven with KPI tracking.
• Hands-on leader in a fast-paced environment.

Responsibilities

• Build and lead the Customer Success Organization, defining roles, responsibilities, and workflows.
• Define the service and support portfolio including break-fix, parts, rebuilds, installations, and contract services.
• Set pricing, margins, and service policies.
• Develop proactive customer success strategies to anticipate needs and improve efficiency.
• Drive high-level customer discussions to ensure value delivery and align with goals.
• Design and optimize the customer journey with data-driven KPIs and cross-functional alignment.
• Define KPIs and health scores for accounts, team, and business outcomes.
• Lead efforts to increase product adoption and reduce churn while growing revenue.
• Collaborate with sales and marketing on upsell and cross-sell strategies.
• Develop performance-based compensation and recognize team achievements.
• Foster strong internal relationships to support customer success initiatives.

Skills

Leadership Experience

Communication Skills

Business Acumen

Analytical Mindset

Strategic Planning

Operational Excellence

Customer Success

Team Building

Education

Bachelor's degree

Job description

Jorgensen Conveyor and Filtration Solutions in Mequon, WI, seeks a Field Service Operations Manager to lead the new Lifecycle Support & Customer Success organization. You will design the team, processes, and metrics to deliver an outstanding customer journey and long-term value.

This hands-on leader will establish the foundation for a high-performing department, collaborating with senior leadership to optimize field service and support across touchpoints.