Director, Service Management & Hotline Operations, Customer Support - BEUMER Group
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From the 2026/27 season, FC Schalke 04 will take to the pitch with us on the front of their shirts. BEUMER Group will become the Royal Blues new main and shirt partner until at least 2029, and valid for all professional leagues.
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Director, Service Management & Hotline Operations, Customer Support
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Home > Jobs & Careers > Jobs > Director, Service Management & Hotline Operations, Customer Support
Company Description
BEUMER Group is an international leader in intralogistics, specializing in conveying, loading, palletising, packaging, sortation, and distribution technology across a wide range of industries, including airports, e-commerce, warehousing & distribution, and bulk material handling. We offer the right solution for nearly every logistics challenge. As a family-owned company, BEUMER combines tradition with innovation. We are proud of what our employees create each day. Integrity, Inspiration, Quality and Teamwork!
Job Description
Director, Service Management & Hotline Operations, Customer Support
The Director, Service Management & Hotline Operations, is responsible for driving excellence in customer support, service delivery, issue resolution, and escalation management across all business verticals. This role leads the Service Management function and provides oversight of the Hotline team to ensure a consistent, responsive, and high-quality customer support experience aligned with organizational goals.
The position focuses on improving the full customer issue lifecycle from first contact through resolution, escalation, communication, and long-term service follow-up. The Director will drive operational discipline, service performance, customer communication, continuous improvement, and cross-functional accountability to enhance customer satisfaction, protect uptime, and create long-term value.
Key Responsibilities
Leadership & Team Management
Lead, mentor, and develop the Service Management team and Hotline team, fostering a culture of accountability, urgency, collaboration, and continuous improvement
Set clear performance objectives and provide ongoing coaching, feedback, and support
Drive employee engagement, professional growth, and stronger role clarity within the team
Establish standard operating rhythms for team reviews, escalation meetings, customer issue reviews, and performance management
Build a service culture focused on responsiveness, ownership, follow-through, and customer confidence
Service Delivery & Operations
Oversee Service Management and Hotline processes across all business verticals, ensuring consistency and alignment with company standards
Own the customer issue lifecycle from first contact through resolution, escalation, communication, and follow-up
Monitor and improve service performance metrics, including SLAs, KPIs, response times, resolution rates, backlog, escalation aging, and repeat issues
Ensure effective incident management, problem management, escalation management, and knowledge management practices
Define clear intake, triage, prioritization, escalation, and closure processes for Hotline and Service Management activities
Establish response expectations based on customer criticality, contract coverage, and operational impact
Ensure major customer issues have clear ownership, action plans, communication cadence, and closure criteria
Improve ticket quality, documentation, issue classification, root cause capture, and handoff discipline
Customer Experience
Champion a customer-centric mindset across the service organization
Act as an escalation point for critical customer issues and ensure timely resolution
Partner with customers and internal stakeholders to understand needs, resolve issues, and improve service offerings
Lead service recovery efforts for escalated or high-risk customer accounts
Establish consistent customer operating rhythms, including weekly reviews, monthly performance reviews, quarterly business reviews, and executive escalation routines
Create customer-level service plans that include open issues, installed base risks, recurring problems, support gaps, contract obligations, parts needs, and modernization opportunities
Improve customer communication during critical incidents, service recovery efforts, and ongoing support activities
Process Improvement & Strategy
Identify opportunities to streamline operations and implement best practices across Service Management and Hotline Operations
Drive continuous improvement initiatives using data-driven insights from tickets, customer feedback, escalations, and service performance trends
Support the development and execution of service strategies aligned with business objectives
Use Hotline and Service Management data to identify recurring issues, systemic risks, training needs, product concerns, and site-specific support gaps
Implement ITIL-aligned practices where appropriate, including incident management, problem management, escalation management, and knowledge management
Convert lessons learned from major issues into process improvements, training updates, preventive actions, and improved support standards
Cross-Functional Collaboration
Collaborate with engineering, sales, project management, field service, parts, product teams, and other internal teams to ensure seamless service delivery
Align service management practices with product and operational changes across verticals
Partner with Key Account Management and Sales to support customer retention, account growth, service contract performance, and customer confidence
Partner with Parts to address spare parts risks, availability gaps, and customer-critical needs
Partner with Engineering, Controls, Product Business, and global support teams to resolve technical issues and identify repeat failure patterns
Partner with Project Execution and Field Service to improve the transition from project go-live into steady-state service
Influence cross-functional teams to drive issue ownership and closure, even when resources do not directly report into this role
Reporting & Governance
Develop and maintain dashboards and reports on Service Management and Hotline performance
Present insights, risks, trends, and recommendations to senior leadership
Ensure compliance with internal policies, customer contract requirements, and external requirements
Track key metrics such as response time, resolution time, open escalations, repeat issues, SLA adherence, backlog, customer-impacting events, and action closure
Create visibility for leadership on escalated accounts, recurring problems, customer risks, and service performance gaps
Establish standard work for customer reviews, escalation meetings, issue logs, action trackers, service plans, and internal operating reviews
Compensation range: $165,000.00 - $175,000.00 annually
The posted salary range reflects the compensation the company reasonably expects to offer for this position. Actual compensation will not be less than the posted minimum and will be based on multiple factors.
Qualifications
Education & Experience
Bachelors degree in Business, Engineering, Operations, Supply Chain, or a related field. Masters degree preferred
7+ years of experience in service management, customer support, technical support, field service, industrial operations, or related roles
3+ years of leadership experience managing teams
Experience managing customer escalations in a technical, industrial, or operational environment
Experience working across matrixed teams and influencing resources outside of direct reporting lines
Experience improving or leading a technical Hotline, help desk, control room, or remote support function preferred
Skills & Competencies
Strong leadership and people management skills
Deep understanding of service management frameworks, including ITIL or similar practices
Strong understanding of service delivery, issue management, escalation management, customer communication, and support operations
Excellent problem-solving and decision-making abilities
Strong communication and stakeholder management skills
Ability to manage multiple priorities across diverse business verticals
Data-driven mindset with experience using service analytics tools
Strong customer presence with the ability to communicate effectively with executive-level customers and site-level operational teams
Ability to create structure in a fast-moving service environment
Strong sense of urgency, ownership, and follow-through
Technical curiosity and ability to understand complex automation, controls, and field service issues at a practical level
Preferred Qualifications
Experience in industrial systems, automation, logistics, airports, warehousing, manufacturing, or material handling industries
Familiarity with global service operations and support models
Certification in service management frameworks, including ITIL certification
Experience with C4C, Salesforce, SAP, Power BI, ticketing systems, or similar service platforms
Technical understanding of automation systems, controls, PLCs, conveyors, sorters, scanners, and field service support models
Experience building a Service Management function or improving an immature service process
Additional Information
BEUMER is an innovative company, where every employee is part of the "family". Because our employees are our most important asset, here are some of benefits we currently offer full-time employees:
BEUMER is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, religion, sex (including pregnancy and breastfeeding), gender, affectional or sexual orientation, gender identity or expression, transgender status, national origin, age, ancestry, disability (mental or physical), veteran status, genetic information, atypical hereditary cellular or blood trait, marital status, civil union status, domestic partner status, or any other status protected under local, state or federal laws. prohibits discrimination, harassment, and retaliation in all aspects of employment. This commitment applies to recruitment, hiring, training, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment.
By accepting an offer of employment with BEUMER, the employee agrees to abide by all policies and practices that promote a workplace free from discrimination and harassment, and acknowledges BEUMERS commitment to diversity and inclusion. All your information will be kept confidential according to EEO guidelines.
Director, Service Management & Hotline Operations, Customer Support
Somerset, New Jersey, United States
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BENEFITS
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We offer exciting opportunities in an internationally operating family-owned company with locations in more than 70 countries including the opportunity to temporarily work from one of our international locations as part of our Flex Abroad Program.
During our immersive onboarding programs, you will receive an extensive overview of BEUMER Group, whilst also getting to know your new colleagues.
Through a culture of open feedback, transparent corporate updates, and regular employee events, we actively cultivate a friendly, open, and collaborative working environment.
Your personal and professional growth is integral to our ethos. We champion your development through regular employee development meetings and a wide range of training courses and upskilling opportunities.
When people join BEUMER Group they tend to stick around. Our modern and inclusive work culture are key components of this, much like our bright, spacious offices and ergonomically optimized workstations.
Your health is important to us. That is why we provide several sports and wellness programs to help you balance work, life, and personal fitness.
Director, Service Management & Hotline Operations, Customer Support
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Oelder Str. 40, 59269 Beckum
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