US Service Manager: Lead Excellence & Aftermarket Growth

MasterMover Inc.; Charlotte (NC); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Annual performance-related bonus

Job summary

MasterMover Inc. in Charlotte, NC, USA, is seeking a Service Manager to lead the USA Service operation. You will drive customer satisfaction, aftermarket revenue growth, and service excellence while coordinating with Sales, Operations, and global service leadership.

You will coach the USA service team, manage service contracts and partners, and ensure resources align with regional plans to achieve KPIs and profitability. A performance bonus is included.

Qualifications

• 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.

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

Leadership

KPI management

Customer escalations

Commercial awareness

Manufacturing/industrial service

CRM systems

Global operations

Lean Six Sigma training

Tools

CRM software

Job description

MasterMover Inc. in Charlotte, NC, USA, is seeking a Service Manager to lead the USA Service operation. You will drive customer satisfaction, aftermarket revenue growth, and service excellence while coordinating with Sales, Operations, and global service leadership.

You will coach the USA service team, manage service contracts and partners, and ensure resources align with regional plans to achieve KPIs and profitability. A performance bonus is included.