Service Manager

Combilift; Greensboro (NC); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading machinery manufacturing company is seeking a skilled Service Manager to join their North American team in Greensboro, North Carolina. This mid-senior level role involves managing field service personnel, ensuring efficient customer technical support, and maintaining strong relationships with customers and internal stakeholders. The ideal candidate will have at least 3 years of managerial experience in the material handling industry and a dedication to providing excellent customer service. Full-time position with a strong focus on growth and development in North America.

Qualifications

• Minimum 3 years of managerial experience in material handling industry.
• Proven track record in providing excellent customer service.
• Experience managing field service personnel.

Responsibilities

• Manage the field service personnel who perform Aftersales support.
• Develop workflow program methods and guidelines.
• Ensure customer issues are satisfactorily resolved.
• Demonstrate outstanding customer service.
• Oversee scheduling and training of field service representatives.

Skills

Customer service

Field service management

Technical support

Interpersonal communication

Job description

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Combilift is the largest global manufacturer of multi-directional forklifts and an acknowledged leader in long load handling solutions, supporting our number one market in North America. Our U.S. market has doubled in size within the last three years, and our growth strategy is to double again within the next five years, expanding our strong North American team.

Combilift continually invests 7% of its revenue in research and development as part of its relentless pursuit of safer, more productive, and cost-effective ways to lift challenging loads in demanding environments. The company’s commitment to new product development has cemented its reputation as a global leader in the lifting and handling industry. Since its establishment in 1998, Combilift has sold over 85,000 units across 85 countries, with manufacturing based in our 500,000 sqft purpose-built facility in Monaghan, Ireland.

What is the purpose of this role?

This role will join a successful material handling organization in North America and will play a key part in the evolving North American Service team. The role holder will also be a central senior member in the commercial expansion of Combilift in North America.

The role will involve managing field service personnel and ensuring the servicing team provide prompt and professional services to our clients across North America.

This position will be complex, challenging, and stimulating. It requires an experienced and successful material handling industry Service Manager who is passionate and dedicated to providing excellent account management and service, and who can effectively demonstrate this to all stakeholders.

The role holder will be expected to work with a wide range of stakeholders, both internal and external—including manufacturing, aftersales, and customers—and will act as the key point of contact for many of our current and future high-profile customers.

Reporting Structure

This role reports to the President of North America, Combilift.

Location

Combilift USA, Greensboro, North Carolina.

Responsibilities

• Manage the field service personnel who perform Aftersales support including on-site installation, and technical support.
• Develop workflow program methods, guidelines, and policies to facilitate efficient customer technical support.
• Ensure all customer issues are satisfactorily resolved utilizing engineering, manufacturing, and other teams as needed, through resource identification and planning.
• Address customer enquiries, resolve issues and obtain customer feedback proactively.
• Demonstrate outstanding customer service through high quality support and integrity at the work environment.
• Maintain positive and healthy relationship with various teams to ensure customer service effectiveness, and travel as necessary to resolve escalations.
• Oversee the scheduling and training of field service representatives to meet objectives.
• Assist in interviewing and hiring new professionals.
• Proven track record in the material handling Industry.
• Typically requires 3+ years of managerial experience.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

Machinery Manufacturing