Service Manager - USA

MasterMover Limited; Carolina (NC); On-site; USD 100,000 - 140,000; Full time

Job summary

MasterMover Inc. is seeking an experienced Service Manager to lead the USA service operation from Charlotte, NC. You will drive customer support, aftersales growth and service excellence across the region, collaborating with Sales, Operations and global service leadership.

The role focuses on developing high-performing teams, improving operational performance, and delivering exceptional customer experiences with a strong emphasis on service standards and profitability.

Qualifications

• 5+ years of experience in service management.
• Proven experience leading technical support or service teams.
• Strong track record of managing KPIs and driving operational performance.
• Experience managing external service partners or third-party providers.
• Customer-focused approach with experience handling complex escalations.
• Strong commercial awareness and business acumen.

Responsibilities

• Lead, coach and develop the USA technical support and service team.
• Drive implementation of global service strategies and operational standards.
• Develop and execute regional service plans that improve customer satisfaction, efficiency and profitability.
• Manage and develop Service Partners, including performance reviews and capability improvement initiatives.
• Monitor and improve service KPIs and operational performance.
• Own and deliver annual aftermarket parts sales targets.
• Manage service contracts, warranties and customer support agreements.
• Act as the escalation point for critical customer service issues.
• Collaborate with regional sales teams to support customer success, new product introductions and demonstrations.
• Oversee regional machine warehouse operations, inventory and logistics.
• Ensure the right parts and resources are available to support customers and Service Partners.

Skills

Service management

Team leadership

KPI management

Partner management

Customer focus

Commercial awareness

Escalation handling

Tools

CRM systems

Service management tools

Job description

Service Manager

Location: Charlotte, North Carolina, USA

Company: MasterMover Inc.

Reports to: Global Service Director

Bonus: Annual performance-related bonus

Lead Service Excellence at MasterMover

MasterMover is a world-leading manufacturer of electric tug solutions, helping organisations move heavy, large and unconventional loads safely and efficiently. Our innovative products are trusted by customers across manufacturing, aerospace, automotive, logistics, healthcare and many other industries worldwide.

As we continue to grow, we are looking for an experienced and ambitious Service Manager to lead our USA Service operation and play a key role in delivering exceptional customer support, operational excellence and profitable aftermarket growth.

The Opportunity

This is a leadership role for someone who thrives on developing high-performing teams, improving operational performance and creating outstanding customer experiences.

You will be responsible for leading and developing the USA Service team, ensuring resources are effectively deployed, service standards are consistently met and key performance indicators are achieved. Working closely with Sales, Operations and our global service leadership team, you will help drive customer satisfaction, aftermarket revenue growth and service excellence across the region.

Key Responsibilities

• Lead, coach and develop the USA technical support and service team.
• Drive implementation of global service strategies and operational standards.
• Develop and execute regional service plans that improve customer satisfaction, efficiency and profitability.
• Manage and develop Service Partners, including performance reviews and capability improvement initiatives.
• Monitor and improve service KPIs and operational performance.
• Own and deliver annual aftermarket parts sales targets.
• Manage service contracts, warranties and customer support agreements.
• Act as the escalation point for critical customer service issues.
• Collaborate with regional sales teams to support customer success, new product introductions and demonstrations.
• Oversee regional machine warehouse operations, inventory and logistics.
• Ensure the right parts and resources are available to support customers and Service Partners.

What We're Looking For

Essential

• 5+ years' experience in service management.
• Proven experience leading technical support or service teams.
• Strong track record of managing KPIs and driving operational performance.
• Experience managing external service partners or third-party providers.
• Customer-focused approach with experience handling complex escalations.
• Strong commercial awareness and business acumen.

Desirable

• Experience within a manufacturing, engineering or industrial service environment.
• Knowledge of CRM systems and service management tools.
• Experience working within a global organisation.
• Lean, Six Sigma or continuous improvement training.
• Project management experience.

The Ideal Candidate

• Customer-centric and committed to service excellence.
• A results-driven leader who motivates teams to perform.
• Influential and confident in building relationships across the business.
• Process-oriented, organised and focused on continuous improvement.
• Collaborative and comfortable working across multiple functions.
• Resilient and able to perform in a fast-paced environment.

Why Join MasterMover?

• Opportunity to lead and shape a growing service operation.
• Work for an internationally recognised market leader.
• Be part of a collaborative and ambitious global team.
• Influence customer experience, service innovation and business growth.
• Competitive salary and benefits package.

If you are passionate about people leadership, customer success and operational excellence, we'd love to hear from you.

Join MasterMover and help us deliver industry-leading service solutions to customers across North America.