Service Manager - USA

MasterMover Ltd

Charlotte, Northern (NC, KY)

Hybrid

USD 100,000 - 140,000

Full time

12 hours ago

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Benefits offered by this job

Annual bonus

Job summary

MasterMover is seeking an experienced Service Manager to lead the USA Service operation from Charlotte, NC, delivering exceptional customer support, service excellence and aftermarket growth. This role requires building high‑performing teams, driving KPIs, and ensuring scalable service standards across North America.

You will collaborate with Sales, Operations and global service leadership to drive customer satisfaction, aftermarket revenue growth and operational excellence throughout the region.

Qualifications

5+ years' experience in service management or equivalent.
Proven leadership of technical support or service teams.
Strong track record in achieving KPIs and operational performance.
Experience working with external service partners or vendors.
Customer-focused approach with handling complex escalations.
Commercial awareness and business acumen.
Experience in manufacturing, engineering or industrial services.
Knowledge of CRM systems and service management tools.
Experience within a global organisation.
Lean, Six Sigma or continuous improvement training.

Responsibilities

Lead USA technical support and service team.
Drive implementation of global service strategies and standards.
Develop regional service plans to improve satisfaction, efficiency and profitability.
Manage and develop Service Partners, including performance reviews.
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 escalation point for critical customer service issues.
Collaborate with regional sales to support customer success and new product introductions.
Oversee regional warehouse operations, inventory and logistics.
Ensure parts and resources are available to support customers.

Skills

Service management

Team leadership

KPI management

Customer focus

Continuous improvement

Global experience

Vendor/partner management

CRM systems

Tools

CRM systems

Job description

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

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.
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.

The Ideal Candidate

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