USA Service Manager - Aftermarket & Customer Excellence

MasterMover Ltd; Charlotte (NC); Sur place; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Résumé du poste

MasterMover Inc in Charlotte, North Carolina, is seeking a Service Manager to lead the USA service operation and drive customer satisfaction, efficiency and profitable aftermarket growth. This leadership role focuses on building high-performing teams, deploying global service standards and expanding regional service capabilities.

You will work with Sales, Operations and our global service leadership to improve KPIs, manage service partners, and ensure resources are available to support customers

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.

Responsabilités

• 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.

Connaissances

Service management

Team leadership

KPIs

External partners

Customer focus

Commercial acumen

Manufacturing/industrial service

CRM systems

Global organisation

Lean/Six Sigma

Outils

CRM systems

Service management tools

Description du poste

MasterMover Inc in Charlotte, North Carolina, is seeking a Service Manager to lead the USA service operation and drive customer satisfaction, efficiency and profitable aftermarket growth. This leadership role focuses on building high-performing teams, deploying global service standards and expanding regional service capabilities.

You will work with Sales, Operations and our global service leadership to improve KPIs, manage service partners, and ensure resources are available to support customers